Final Bill

[sh4nt1]

i am being charged almost £250 for talktalks mistake. i had agreed to a new contract but then i called up within an hour to cancel the new order + contract which was confirmed by the cancellations team that i would not be charged a cancellation fee because i was within the 14 days cooling off period and the activation date had not started. however talk talk failed to process my request and carried on sending out new equipment as well as activating new services when i had cancelled and let them know i am switching providers yet they think it’s okay to charge me a leaving fee when it’s their fault? i spoke to 7 different agents on the phone who kept referring me to different teams and ended up nowhere and i have to pay this bill on wednesday which i can’t afford. Will not be returning to this fraudulent company!

[Arne-TalkTalk]

HI @sh4nt1

The complaints team have picked this up and acknowledged that the contract breakage fee is invalid and have placed notes on the account to state this. 

The complaints manager will deal with this in the next few days. 

[sh4nt1]

The date of cancelling the order for the new contract was 16/11/2024 same day i agreed to the contract. I am within the 14 days cooling period to do so. The services were taken over by vodafone on the 16/12/2024. I’ve paid my bill for november and december which was the normal price i paid before getting into a contract that i cancelled on the same day. januarys bill is decembers bill partially refunded and the leaving fee of £238.42. the payment is due on the 23rd however i just want some confirmation that i will be refunded before i pay because if i pay there may not be a chance i get the money back and talktalk can go ghost on me like they are doing now.

[Gliwmaeden2]

@sh4nt1, what was the actual date of the cancellation and also cancelling the cancellation?

If they are still treating it as a cancellation (as originally intended) you would have had to give them 30 days' notice.

That end date would not necessarily even coincide with the billing cycle. You could end up paying both early termination fees and the 30 days up front, and it taking a while to get a final bill for zero £.

As you didn't leave anyway, the further bill continues, and it's worth checking transactions in My Account in case the termination fee is shown credited back as a minus amount.

Double check the breakdown of the bill and the balance showing. 

Sadly, staff didn't reach this today. 

I'll re-escalate the thread.

It's best to try to pay if you possibly can, if you see it still due, to avoid late payment fees.

Any overpayment  from you will be refunded once staff have sorted out the mess.

A late payment fee - even when not justified- can trigger a mention in your credit history and affect all sorts of things. It can take months to get it removed, even if caused by their error. Not worth the hassle. 

[sh4nt1]

i only have the option to pay my outstanding balance online ,however i will not be paying it until the cancellation fee is removed and i also see they are continuing to generate bills for the next month ,

which makes no sense how can they charge me a leaving fee and then charge me for the normal services as if i never left? absolute scam company i have raised a complaint with no response.

[Gliwmaeden2]

Your post is in the queue for attention, @sh4nt1.

It's possibly too close to the billing deadline to stop the direct debit demand at this late stage.

If the direct debit fails, there'll be other problems. 

If it's at all possible, try to ensure that you have funds in your bank account to cover it, just in case.

When staff reach your thread, they'll be able to check what went on.

If the early termination fees are taken in error they should be able to sort that out, but it will take a while to get your final bill for £0.00.

Do leave your Direct Debit in place meanwhile  - if the money is credited to My Account, you then can claim it back using the same details. 

Staff reply during the day, Monday to Friday. 

[ferguson]

It will help the support team here to look into this for you if  you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.