Shell customer ... where's my bill ?

[DianeJR]

Hello... TalkTalk was forced onto me in April this year... the first communication I received from them was an email saying "Sorry you're leaving".  That pretty much sums up TalkTalk.  Since then I have received no bill, no indication I will ever receive a bill.  Which is great I suppose apart from when they realise they need to bill me and I get one for thousands or the bailiffs coming round.  Does anyone know when I'll get billed, or more importantly, is there anyone at TalkTalk who knows what's going on, can work it out, and let me know.

[DianeJR]

Thanks Ferguson... reckon as the email address is called concerns@talktalkplc.com that they're not very concerned at all !  Can you imagine if I was an older person who didn't quite know how to navigate the website and customer call centre that is TalkTalk... and I'd never received a paper bill as I'd previously done... and the only people who can help are not actually employed by TalkTalk - what would I think ?!  You've really got to wonder what kind of company outsources it's helpdesk to its own customers !  I think the best option for me is to stay quiet about it, and wait for the contract to end in 12 months time, then just leave.  TalkTalk are just so incompetent that they wouldn't even notice, as they haven't noticed that I've joined (their first email to me was "Sorry you're leaving") which makes me now believe that I am not (hurrah) a TalkTalk customer but I'm getting broadband for free, which is great.  I love free stuff and you don't get it so much nowadays, so all good.  

[ferguson]

There's a Complaints link at the bottom of every page.

[DianeJR]

Thanks Arne... I think the time has come for me to make a formal complaint to TalkTalk, followed by letting OFCOM know what's going on.  Can you advise how I make a formal complaint to TalkTalk.  Best DIane

[Arne-TalkTalk]

I will flag this to the Shell team.   Thanks for updating me.

[DianeJR]

Hello Arne... further to this, just checked my "account" for the fourth month running, and still no bill.  I suspect nothing will ever be generated and there's no point me calling the non-UK helpline as they just read from a script.  Does anyone know how to get the TalkTalk billing system to bill me ?  Or does anyone have a number for a UK call centre.  Much appreciated, Diane

[Arne-TalkTalk]

You account is on bill cycle 17, meaning your bill is to be produced on the 17th October, because you are billed quarterly and the last bill was June.

[DianeJR]

Hello Arne... so I called the service centre in South Africa (this could be my fourth call to them) following the welcome email from them saying "Sorry You're Leaving " followed by another email outlining when I was going to receive my FINAL bill.  Sooo, even though the last time I called them they said I was going to be billed between 19-23rd Sept... they're now saying it's going to be 18 October.  I had been on the call for about 20 minutes before I was told that I would be billed in October, so I think she was just making it up to be honest....  it's not their fault, but it infuriates me that I can't speak to someone in the UK.

[Arne-TalkTalk]

I'll ask the Shell team to have a look at this, Your account is active, but classed as an account  billed quarterly, but that should have been produced by now. 

[DianeJR]

Hello Arne... thanks and it was 17th June 2024... which is why I was told I'd be billed by TT on the 19th Sept 2024.... still nothing, and I don't think they realise I'm a customer.  I repeat, the first email I received from them said "Sorry that you're leaving us"....why take on all these customers if they can't cope or know what they're doing ?

[Arne-TalkTalk]

When was the last bill you received from Shell?

[Gliwmaeden2]

Try the Shell Migration team again, @DianeJR.

They are the only people with the responsibility for the switch etc.

[DianeJR]

Hello all... well I still haven't received a bill... it's really quite worrying.  Can anyone advise how I get a bill from this company.... I don't mind not paying, but I know at some point they'll have to realise that they're not billing the Shell customers.  Well I hope they realise.  I cannot force them to give me a bill... they have to know what they're doing.  Does anyone know if they have a UK based call centre, maybe I could make more sense if I spoke to them.  Any advice much appreciated... Diane

[Arne-TalkTalk]

Thanks for the update.

[DianeJR]

Hello all... thanks for your help.  I finally got through to the non UK help centre.  Turns out my Shell payment cancelled out the TalkTalk bill... but nothing was generated in my account to show this and the handler could find no record of any bill being generated.  I was told the next one will be generated on 20th Sept ... so at least I can look out for it then.  The only reason I have stayed with TalkTalk is because the last time I was forcibly moved from Post Office to Shell I lost internet access for 9 days, and don't want to go through that again.  So I have no choice but to stick with TT, and hopefully the bills won't be as horrendous as I imagine they will be.  Shell was very reasonably priced, but I guess the days of reasonably priced bills for any service are long gone.  Thank you all again, very helpful.  Best Diane

[Arne-TalkTalk]

Hi @DianeJR

Where you billed quarterly with Shell?   

[Arne-TalkTalk]

Hi DianeJR

I have flagged this to the the Shell team. 

[KeithFrench]

Being a customer of TalkTalk myself (as I have been for about 11 years now), I wouldn't stay with them if I didn't think they were a good company. However, perhaps they could have handled the migration from Shell better. I am hopeful that all Shell customers will become fully-fledged TalkTalk customers in a while and have TalkTalk routers. Then I would presume that the forum would be much more of use to people like yourself.

[DianeJR]

Thanks Keith... appreciate that.  And noting I've received a "badge" from TalkTalk for posting this.  But to be honest, I'd rather be working with a grown up company, and receive a bill.  I wonder if I will receive a bill before Christmas... or a last demand and my credit score ruined.  I await to see if TalkTalk have moved on from the company I dealt with in in 1998... when I vowed never go go near them again.  And here I am, all this time later, a TalkTalk customer again.... 

[Gliwmaeden2]

@DianeJR, ask to speak to the Shell Migration team when you phone 03451 720088. 

[KeithFrench]

Hi @DianeJR 

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

You may need to speak to the service centre anyway, as I think Shell customers cannot yet get help via the forum. However, the staff on here will be able to confirm this for you. 

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.