My Talk Talk account was migrated from Shell. Shell informed me the direct debit account details would stay the same (just dates and amounts would change). Talk Talk confirmed the migration complete. Accordingly I took no action and ensured sufficient funds were available in the same account I had paid Shell from. Today Talk Talk emailed me (as they evidently have others) that I should contact my bank because I had failed to make the payment, and I was being charged £12.50, my payment was late and I should arrange (another) payment. I have emailed a complaint (concerns@talktalkplc.com) to Talk Talk providing evidence of the previously successful direct debits made by Shell from the account, the sufficiency of funds, etc. No direct debits had ever failed from this account or because of an error of this bank or insufficient funds. Considering the evidence shows the failure is Talk Talk's, I consider the charge should be reversed immediately, any negative credit history reporting should also be, and I should be provided a credit to my account for the aggravation and time wasted responding to Talk Talk's mistake. The burden should have been on Talk Talk to show the error was mine but instead without any evidence Talk Talk assumed the error was mine instead, demanding I make payment (again) and query my bank. I had hoped for and expected a better standard of service and treatment from Talk Talk.
Staff
