Skip to content
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Your Account

Get tailored support with your TalkTalk account and bills.

Ex Shell customer

Nitram23
First Timer
Private Message TalkTalk

on ‎01-09-2024 04:34 PM

Message 3 of 3

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.

Labels:
0 Likes
2 REPLIES 2

Debbie-TalkTalk
Support Team
Staff
Private Message

on ‎06-09-2024 08:37 AM

Message 1 of 3

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

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences




0 Likes

fr8ys
Community Star
Private Message TalkTalk

on ‎01-09-2024 04:56 PM

Message 2 of 3

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.



From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link here: How to contact TalkTalk Broadband - Help & Support.
© TalkTalk 2026