on 20-08-2021 12:47 PM
I received a final bill for my late Mother's Talk Talk account on the 19/06/21 of £36.15.
It included faster fibre reversal charges and a early termination fee of £1.34, which I found disgusting due to the reason for the closure of the account.
I queried this with the customer service team, who told me that Talk Talk do not charge early termination fees due to the closure of an account as a result of a bereavement.
I explained that there was such a charge on the bill, along with fibre reversal charges, and I was again told that Talk Talk do not charge in this circumstance, and that the letter was automated, and that I would receive another letter.
The customer service advisor could not explain clearly to me why the charge had occurred or what the faster fibre reversal charges were.
The letter also states that the payment due date was the 30/06/21 - I advised the customer service advisor that this was not possible as my late Mother's estate is subject to Probate being approved.
I have never received another letter.
I also complained about the standard letter issue, with no offer of condolence.
How can Talk Talk get such a sensitive issue wrong at such a very difficult time?
Any help appreciated to resolve this matter.
on 14-09-2021 01:36 PM
Hi Christopher W
I cant send letters out, sorry. but there will be a final zero balance bill sent out in the next few days, I have ordered a returns bag to be sent out also.
13-09-2021 11:43 AM - edited 13-09-2021 11:44 AM
Thanks for your help @Arne-TalkTalk- that's great - much appreciated.
Is it possible for this to be confirmed in writing by a letter please?
Could you also arrange for a returns bag to be dispatched to my address please, I have 2 routers and associated equipment that I would like to return to Talk Talk?
on 31-08-2021 03:25 PM
on 25-08-2021 03:18 PM
on 20-08-2021 02:47 PM
Thanks Ferguson. It is my account that I am posting from and my profile contains my landline and mobile number - should I PM a support team member the landline number concerned when they reply to this post, or change my details in my profile?