Your Account

Get tailored support with your TalkTalk account and bills.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Outstanding Balance Letters

Anonymous
Not applicable
Message 20 of 20

I'm leaving and I've recently received two letters from Talktalk, saying I have an outstanding balance of £106.64.

I thought I was free to leave, due to the recent pay increase.

I've been told by a member of the Helpline, who even sent a confirmation email, I didn't owe anything.

Which is correct, the letters, or the Helpline?

 

Thanks for all your help... 🙂

19 REPLIES 19

Anonymous
Not applicable
Message 2 of 20

Hi @Arne-TalkTalk ,

 

That’s great news!

 

Am I now free to cancel my Direct Debit?

 

Thanks, 🙂

0 Likes

Message 3 of 20

Hi @Anonymous 

 

I have added the tracking number to your account so you will not have to pay for the equipment that has already been returned. 

 

Sorry for any confusion. 

0 Likes

Gliwmaeden2
Community Star
Message 4 of 20

The Talktalk landline number in your community forum profile is just for staff to identify your account, @Anonymous. They won't use it to phone you - all communication is done through the forum. 

Gliwmaeden2, a fellow customer.
0 Likes

Anonymous
Not applicable
Message 5 of 20

Hi @StephenF ,

 

I’ve updated those details. 


I hope TalkTalk isn’t trying to contact me using my home telephone number?

 

It’s just that since the 2015 data breach, I no longer answer the telephone to any unknown numbers. 

Thanks again. 🙂

0 Likes

Message 6 of 20

Hi,


 

Can you please update your community profile to include your:


 


  • Name

  • Telephone number

  • Alternative contact number


  •  


 

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.


 

Thanks

 

Stephen, Community Manager
0 Likes

Gliwmaeden2
Community Star
Message 7 of 20

I'll re-escalate this again, @Anonymous, as another few weeks have flown by!

Gliwmaeden2, a fellow customer.
0 Likes

Anonymous
Not applicable
Message 8 of 20

Hi @Arne-TalkTalk ,

 

Any ideas whether I’m still required to pay for the router?

 

Thanks 🙂

 

0 Likes

Message 9 of 20

Hi @Anonymous

 

You can add it to the private notes section of your community profile, The exemption list is to stop any further emails/letters regarding the equipment. 

 

Thanks 

0 Likes

Anonymous
Not applicable
Message 10 of 20

Hi OCE_Arne,

 

I do have a Royal Mail Tracking Number. Though how do I send it to you securely?

 

Also, what does “I will ask for your address to added to the exemption list” mean?

 

All the best. 🙂

0 Likes

Message 11 of 20

Hi EffingHell

 

Do you have the tracking number of the package sent back? 

 

I will ask for your address to added to the exemption list. 

 

Sorry for any inconvenience caused 

 

 

0 Likes

Anonymous
Not applicable
Message 12 of 20

Hi Gliwmaeden2,

 

I’m getting to the point where I wouldn’t be surprised by anything they do now. 

Thanks for re-escalating this thread. Though I guess I’ll just wait for the inevitable bill for the “non-returned” router. 

Thanks again 🙂

Message 13 of 20

@Anonymous, I'll re-escalate this thread for you. 

 

Talktalk needs to get its house in order regarding its administration for recording returned routers etc, rather than chasing up innocent customers!

Gliwmaeden2, a fellow customer.

chrisb1953
Super Duper Contributor
Message 14 of 20

Join the club.

Anonymous
Not applicable
Message 15 of 20

Great… 😞

Now I’m getting emails telling me I haven’t returned the router, which I guess I’m going to be charged for keeping!

 

The problem is, I no longer have it!

 

I sent it back over a month ago to Talktalk’s returns facility (Postcode: EN3 7EP).

 

Is this just another automated email?

 

Hope you can help?!

Message 16 of 20

Hi EffingHell 

 

Letters are automated If the charge appears, post back here and we can deal with it. 

 

Sorry for any confusion. 

 

 

0 Likes

Message 17 of 20

They just don't seem to fine tune their letters to the individual situation. 

 

The trouble is that you never know when it really means what it says. Sometimes it might. 

 

Something that they could definitely do with investing more effort in!

 

It's best not to post further before getting a response from staff, as we are delaying the progress of your thread in the automated queue, @Anonymous.

Gliwmaeden2, a fellow customer.
0 Likes

Anonymous
Not applicable
Message 18 of 20

Are these letters being sent to frighten talktalk customers into staying?

Gliwmaeden2
Community Star
Message 19 of 20

The helpline is correct, but staff may still need to remove the charge or organise a credit if it's now too late ahead of your billing/DD date.

 

Keep your Direct Debit in place until you get a final bill for £0.00, as it's the most straightforward way to claim back any money owed once it appears in My Account, @Anonymous.

Gliwmaeden2, a fellow customer.
0 Likes