Cancelled - No final bill received

[peteb99]

Hi,

I was a UFO customer and was advised that UFO was finishing on 29th May and I needed to move to another supplier to stay on the City Fibre network.     I had the new internet provider install on 14th April and had it confirmed with TalkTalk that my service would finish then (on the talktalk account screen it says my account is being cancelled from 14/04).

However, it's been nearly two weeks and I have not received a final bill (I am owed nearly a months worth of £27.50).

Can you please arrange for the cancellation to be processed and my refund provided.

Thanks

[Arne-TalkTalk]

Thanks for the update, glad its sorted.

[peteb99]

I've just checked again and now my bill is available on-line and the refund button is now there.

I have therefore clicked and requested a refund.

Thanks for your help.

[Gliwmaeden2]

There should be a particular path available, @peteb99, that allows you to claim it back to the same bank.

Flagging up the issue for you. 

[peteb99]

Nice one Gliwmaeden2,  there is indeed a figure under transcation history for 4th May.

It is showing a refund of £17.55 which by my calculations is correct.

Unfortunately there is no where that I can claim this back in my account as it doesn't appear   (my parents are also with TalkTalk who have refunded them money due to a long service outage - I can see on their screen how to claim the money back, but for me there is nothing on that screen in "My Bills")

Arne - can this £17.55 be refunded to me via direct debit please?

Thanks

[Gliwmaeden2]

You may be able to view the refund elsewhere in My Account, @peteb99.

Check Transaction History. If the funds are there, you should be able to claim the sum back to your bank account. 

[peteb99]

Thanks for the reply Arne.

Unfortunately if i try to look at the bill the page just shows :

Can it be emailed to me?     Are you refunding me the half a month that I've over paid for?

Thanks

Peter

[Arne-TalkTalk]

The final bill has been produced on the 4th May

[Gliwmaeden2]

Probably needs to be "working days", @peteb99, and we've had 2 weekends and 2 Bank Holidays....

I'll flag this up again for you.

[peteb99]

Hi Arne,

It's been over 10 days, has it been fixed yet?   When I look on the talktalk website it doesn't seem to have changed at all.

Thanks

Peter

[Arne-TalkTalk]

When the problem is fixed I will post back. 

[peteb99]

Hi Arne,

Many thanks for the reply and for pushing this on.   I did think it was a bit odd.

Peter

[Arne-TalkTalk]

Hi @peteb99

The cancellation has completed at the network level on the 14th, however the billing account has become stuck, So I have requested this to be moved to cancelled this will then generate the final bill. 

Can take upto 10 days to fix this, once its completed I will let you know.

[peteb99]

Thanks a lot for the reply, very kind of you.     Like you say, I'll wait while the beginning of next month and claim back the refund.

Thanks again.

[Gliwmaeden2]

The billing cycle continues to the next month, @peteb99, so if the previous one came out in early April, it will be the May bill that returns the overpayment to My Account. 

They stick to this cycle even with 30 days' notice etc, so it takes a while to work through the system.

You then claim the money back to your bank account from My Account, using the same banking details as for your Direct Debit. 

The bill after that is for £0.00.

So it doesn't work quite the same way as switching energy companies or whatever, where they automatically send the excess to your bank account.