Cancelling Anytime calling boost

[Peter172]

I am trying to cancel my Anytime calling boost (my daughter bought me a smart phone and told me to use that instead of the landline). I have been on the Chatline twice where I have been told that this boost has been cancelled and a credit applied to my account. My usual direct debit was taken today and when checking My Account there is nothing about the boost being cancelled and no mention of a credit. I don't want to use the Chatline again as it doesn't seem to get me anywhere

I have just joined this community in the hope that someone can help and tell me what to do (I'm a pensioner and not very internet literate)

[Arne-TalkTalk]

Happy to help. 

[Peter172]

Just logged in and the boost has gone - thanks again for all your help

[Arne-TalkTalk]

Its usually takes between 2-24 hours to update

[Peter172]

Thanks again - I presume it will take a day or two to update My Account details 

[Arne-TalkTalk]

Hi Peter172

The problem has been fixed and the calls boost has now been removed. 

Regards

[Peter172]

Hi Arne

That's good news - thanks for sorting it out for me 

And thanks too @Gliwmaeden2 for your helpful and informative comments

[Arne-TalkTalk]

Hi Peter172

There is a fault on your account at our side, which has been logged to the network team to fix. 

I will check in 48 hours, in the mean time i have added a credit for the boost that should have been removed, you can either request a refund or leave it to come off the next bill

Apologies.

[Gliwmaeden2]

It's bad enough not being able to do this these days in My Account due to it malfunctioning so often, @Peter172.

For Chat agents not to manage it is very odd and rather worrying!

It's flagged for attention on here. Some sort of work around will have to be devised if it still can't actually be properly removed. 

Please wait for staff to reach your thread  (it might be a day or two).

[Peter172]

Oh - OK thank you for replying. My first Chat conversation was 7 Jan when it was agreed to remove the boost. In the second Chat on 16 Jan after being emailed about the amount and timing of the Jan direct debit, I was told that the cancellation had been "rejected" and would be implemented immediately. The Anytime boost is still ticked in My Account and the next bill (for February) is still showing this Anytime boost. I have no way of knowing whether the agreed removal of the boost has also been "rejected"

[Gliwmaeden2]

If your Direct Debit was taken today, that bill would have been made up around 10 days ago, two or three days before the bill is sent out to you, @Peter172.

If you spoke to Chat within the past 10 days, the bill couldn't be changed, having been made up previously. A refund for unused days should show on the NEXT bill to reflect the removal of the boost. 

It should show unchecked in the box beside the option in My Account. 

Staff can check this for you anyway when they reach your post. It is in the queue for attention.