Cancelling broadband issues-continuing to be billed

[Tazneem30]

I am completely fed up now. I have been on the phone to Talk Talk about 10 times now. Maybe more for hours on end. I have moved house and am living in a property with existing broadband in place already so I needed to cancel the contract. They said they cancelled the package for me and yet I continue to be billed. My end of the contract was on the 8th August and I was sent a bill on 16th August. Different people have informed me this was my final bill. And others have said this is not. Anyway, I took it to the complaints department who then cleared the account for me and then I was refunded the money for 16th August. They told me I would not be billed again. However, my account is still showing that I'm going to be billed 17th September. The contract has clearly not been cancelled and I have become so frustrated with this.

I have also been unable to return the equipment as they haven't sent anything for this to be returned. 

Anyone shed some light onto how I may be able to finally end this contract?

[Arne-TalkTalk]

Hi @Tazneem30 

Just to confirm your account was cancelled on the 8th Aug, however a bill was produced 2 days before the cancellation, your account is in credit, so you will need to log into My Account and request a refund before the end of this month then your final bill will be issued showing a zero balance in next month. 

Sorry for any confusion caused. 

[Gliwmaeden2]

@Tazneem30, I've moved your slightly reworded duplicate out of the way, as multiple threads on the same topic slow down the work of the forum.

You can always edit your post (see options in the vertical 3 dots menu, bottom right of each post).

Staff will need to identify the account. Please add your Talktalk landline number or account number in Personal Information. Go via your avatar/name; settings. SAVE CHANGES. 

Your post is in the queue for attention. I'll move it to the billing section. 

Keep your Direct Debit in place as it is the simplest way to claim back via My Account. 

N.B. If you were still in contract at the old address, early termination fees would apply.