SETTING UP TALKTALK PLUS DIECT DEBIT

[TerryRob]

I cancelled my TALKTALK broadband as I found a cheaper deal. I then found out I needed a TALKTALK PLUS account to keep my e-mail accounts. This is £50 per year which I have no problem with. Problem is trying to set up the direct debit. Either using the chat bot route or phone number they advise to go to My Account. The page gives a message that there is a technical fault on the page. I am desperate to not loose my e-mails and was advised to make a one off payment. I did this in my account and found this was billed against my cancelled broadband account and not TALKTALK PLUS. 

I have tried to get to speak to a real person to set up the direct debit. All that has happened is it has escalated to a formal complaint. All the time I have gone around in circles saying I would rather set up a direct debit rather than raise a complaint. 

I am now in limbo awaiting a phone call from the complaints department. I can not see how a complaint process will resolve my simple request to set up a direct debit to keep my email accounts.

Has anyone had this problem and how was it resolved?

Rgds Terry R

[Gliwmaeden2]

@TerryRob, you need to be trying to set up  Talktalk Mail Plus,  not Talktalk Plus. 

The latter is a broadband product, as in Full Fibre plus:

You don't want to be talking about the above!

See below re mail:

https://community.talktalk.co.uk/t5/Articles/About-TalkTalk-Mail-Plus/ta-p/2374203

Maybe that's what you have been trying, but it's not what you are calling it in your post. So when speaking to advisers, make sure that you are including the word mail every time.

[TerryRob]

Yes. I have wasted many hours going around and around in circles getting nowhere. The big issue is trying to talk to a real human. When I have got through and spoken I either got brush off and told you can set it up in My Account which I can not do. I even did a one off payment for £50 to cover the year only to find this was not billed correctly. Also as I now have no landline you can not contact TalkTalk phone as you need a landline number to get past the security setup. There are many other problems and they say I have set up a TalkTalk Plus account but I can find no information to say I have or the direct debit details. My major concern is I can not afford to lose my emails.

[Arne-TalkTalk]

Has the complaints team called ?