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on 01-09-2024 04:34 PM
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.
on 06-09-2024 08:37 AM
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
on 01-09-2024 04:56 PM
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.