I have an ongoing issue with TalkTalk. There is a complaint on the account and escalations.
I switched to the new full fiber broadband with Sky. They set the broadband live on 20th of November. Also Sky confirmed that on 20th of November at 14:44 they COMPLETED the Switch Order, so they did everything on their end. Cancellation stuck on TalkTalk end. TalkTalk didn’t cancel my account, moreover they charged me for this month on 22 of November, and soon they’ll send me a new bill for the next month.
I contacted TalkTalk multiple times over the phone, via chat and email. But it seems that their customer service is useless. It seems that there is no competent person to resolve the issue. Agents just listen to my story, promising to escalate this further and resolve the issue, they updating and updating information on the complaint. But in reality do nothing. After 3 weeks TalkTalk still haven't cancel the account. Some agents try to convince me that because of the switching order on account they can do nothing, that I should ask Sky to remove switching order and get a regular cancellation with TalkTalk, but in this case I’ll be charged for the service I didn’t actually used since 20th of November.
It’s like a never ending cycle. I want my account to be closed according to the switching order and my money refunded (for the service I didn’t use since 20/11/24).
I see that TalkTalk has issues with Switch Order technology, as I found a post from another customer here on TalkTalk community page with very very similar issue: https://community.talktalk.co.uk/t5/Billing/One-touch-switching-saga/td-p/3079914
TalkTalk, you resolved the issue for the person mentioned above, cancelled and closed his account. So I’m sure you have the tools to do this with my account too. Also I believe that if you can bill my account, it means you can close it. You have ALL the information in my complaint, you have a Switch order from the new provider. Simply close the account!
If you have technical issues, please don’t make me pay for them. Call Sky technical team yourself to resolve the issue if necessary.
