Continued Bills after Service Cancelled

[johnbrady1]

I instructed Talktalk to cancel my Broadband package in June 2024 when the property was sold, and I have no further need of anything from Talktalk.  I was informed that 30 days notice was required, so the service itself was actually stopped (disconnected?) in July 2024.  I did not receive a final bill until another month later in August 2024, and that final bill amount was taken from my bank account shortly afterwards.  I naively assumed that this would be the end of it, and the service and associated account would now be completely cancelled.  But no, it is still "active" in some way.

Now in September (3 months after instructing Talktalk to cancel the service completely) I have received an email telling me that my monthly bill is zero. Why?  Why is the account and all services not just cancelled completely? Why am I still receiving emails about an inactive and no longer relevant service?

Specifically, the email I received says:

"We hope you’re enjoying your unlimited broadband."

This is nonsense!  I don't have any such thing.  I instructed you to cancel all services in June, and you then did it in July.  Why are you sending out such emails stating that I have "unlimited broadband".  I clearly do not have any such thing.

What I want is for Talktalk to carry out my original instructions - cancel all services and close the account.  I am not going to call your "call centre" again, because that would just repeat what I told them in June and they weren't able to do that properly then (there was an issue about getting the line blocked). 

Please can someone escalate this and get my account closed properly and completely.

Thanks,

John

[Arne-TalkTalk]

The bill notification is your final zero balance bill, you will not receive any further bill notifications.

[Gliwmaeden2]

@AllyM, customers do report from time to time that bills for £0.00 keep coming in, so it's just as well to check with staff.

[AllyM]

@johnbrady1 , If you have had a zero balance bill then that should be the final one.

[Gliwmaeden2]

They do love their generic emails,  @johnbrady1, which really cause more confusion than she'd daylight on anything. 

Hopefully staff can ensure that the emails now stop.

Forum staff will be back on here during the week. 

[johnbrady1]

Gliwmaeden2 - thanks for the quick reply.

I accept that the account will be kept in the system for reference purposes long after the service I had has been cancelled.  What I cannot accept is receiving nonsense communications from Talktalk that state I have an "unlimited broadband" service from them, when I clearly do not.  At no point have I received anything telling me what will really happen when a service is cancelled.  Instead I get letters telling me things like "you are moving to another provider", when I'm not - the house was sold, end of story.  I would expect some kind of "final bill", but nothing like that has been produced by Talktalk.  I just want an end to this series of communications that make no sense and don't progress things any further.

Thank you again for your help.

John

[Gliwmaeden2]

We always tell people not to cancel their DD till you receive that bill for £0.00.

Till then the bills have been tidying up loose ends. Customers are sometimes owed refunds which they need to claim back via My Account. 

Your account remains accessible by you for a year - countless people need to refer back to check transactions for quite a while after leaving. 

The same would happen with old energy accounts. It's kept available for reference. 

It doesn't mean that your service is not cancelled.