Ex Shell customer

[Nitram23]

Recently been automatically transferred to TalkTalk from Shell Energy in what I was told would be a "seamless transfer" and that I wouldn't have to do anything. A few weeks after the transfer, I get an accusatory email saying that as I haven't paid the monthly direct debit, I've been charged an additional £12.50! Several hours later I get a text, saying that it was due to a technical issue and that the additional charge would not be implemented. There was a sort of apology for the inconvenience but it was more than that, it was an outright accusation of non-payment. Any other ex-Shell customers get this? I still don't know what's going on. Contract out soon, thankfully.

[Debbie-TalkTalk]

HI Nitram23

Sorry for the delay.

I can see that our Community Star @fr8ys has pointed you in the right direction.

My colleague Arne has pinned this post on the Community with more information - Ex Shell customers Direct Debit issue - TalkTalk Help & Support

[fr8ys]

If you search this forum and look at the pinned post you will see this happened to a number of customers.

You won't be charged the £12.50

An unfortunate set of circumstances meant your account was transferred before the direct debit was fully in place. Because of this it triggered the email you received.