Hi,
I've been a TalkTalk customer for 5 years. On 24/05, I phoned customer service and requested to cancel my broadband, as I was moving out of the country. I did receive the "We'd love you to stay" email on the same day and received a call a few days later, where I confirmed again my need to cancel. In the follwing weeks, I checked the TalkTalk dashboard, and there was indeed a cancellation request pending with an estimated termination date of 24-25/06, from memory. I was on holiday during and after that time, so I didn't worry too much that the dashboard didn't update, as I thought it was just some sort of delay in updating the dashboard, perhaps awaiting the final bill calculation.
Now, the issue:
I received an unexpected email this week (15/07) stating, "We've received notification from another provider that you would like us to stop the cancellation of your TalkTalk service." What?!
I immediately jumped on a chat with a TalkTalk agent, and they suggested that that my cancellation was delayed for some reason (no true explanation or apology provided), and that the new tenant must have been setting up their broadband using my old but still existing line, so they cancelled the cease (without asking me?!). To me, this doesn't make sense, as the line is in my name (presumably), so why isn't this just a case of line takeover/migration? Or why wasn't the new tenant's request rejected? Was the email wrong/misleading? On the agent's advice, we submitted a new cancellation request (for 7 days, due 22/07), but they also told me that it's good to advise the new tenants to set up a new line order. Otherwise, there is a risk that the situation will repeat (?!).
So, my question is:
Can you please check what's going on, and make sure my final bill will be my final bill and that the existing line is migrated to the new tenants? Was the email I received on 15/07 sent in error, perhaps while the line was being migrated or something like that? I've briefly checked with them, and they are not willing to start a new process, i.e. order a new line. It's also possible I am missing something here, so I'd appreciate an explanation of the events and what happens next (and when my account will be finally closed).
Thanks
