on 09-07-2021 03:19 PM
Well, it happened, I just knew it would.
Fortunately, I sort of expected such behaviour and cancelled the direct debit at the bank - as I was adamant that I was better for them chase me for payment as opposed to me having the hassle of trying to get it back from them - no doubt not actually managing to do so without getting the regulator involved. There is of course always the danger of them going under in the meantime.
I've not been in this situation before (stopping a direct debit), so what can I expect now?
Is there an e-mail address I can use to write and tell them of their error, and to stop wasting their and my time?
I've looked around the website and my online account site, but it seems that they are reluctant to provide contact e-mail addresses - they seem to want to do everything by phone, but I'm reluctant to go that route because a) it's so long winded, b) given my previous experience doesn't seem to work, c) would prefer a written record of my case - and ideally there response.
on 15-07-2021 10:46 AM
on 14-07-2021 09:58 PM
Thought I'd update this situation for completeness. For balance, I have to say that once the behind the scenes staff here / online chat people became involved my situation was resolved promptly and without fuss. They accepted they had applied the early termination charge in error and issued a credit immediately.
It's my opinion that TalkTalk overall is still a crap company, however. They put up prices within a fixed price contract term (whatever the circumstances, that is either breech of contract or highly misleading advertising) which shows they are not to be trusted. They then tried to levy early termination charges, backed down when I informed them that they couldn't and then a short time after went ahead and issued a final bill including those charges anyway.
It indicates that the internal systems are a shambles - seemingly setup to always favour TalkTalk and requiring the consumer to waste time and energy in pursuing them for recompense.
on 14-07-2021 10:21 AM
on 12-07-2021 10:40 AM
Thanks for all your replies.
I understand your point about stopping the direct debit but I didn't feel I had much choice. I'm living hand to mouth at the moment and that £130 would take me into (unauthorised) overdraft territory with all the add-on implications of that until I could arm wrestle my money back from TalkTalk - if ever.
I'm still no further forward. Didn't get a chance to call on Saturday and after calling and completing initial access info was told they were closed. This morning I tried to call them first thing, to be told that a service centre is down and calls were taking at least 30 minutes to get through. Really don't have time for that.
I thought I'd try the online chat facility that some people have suggested but cannot find how to access this. Signed into my account, but cannot see any "chat" type function or button. This online account has never been right as, after loggin in, I can see the header info but if I click on bills or anything, nothing happens. I have tried sorting this in the past by disabling all my usual security settings ('though I resented having to even contemplate doing this) but nothing solved it. Anyway, that's a separate problem.
I really hate having to run around after large intransigent, inefficient, corporate dodo's to sort out problems of their own creation: They decided to raise their prices within one of their own fixed price contracts. I decided to take my business elsewhere, giving them the required notice of this within 30 days. Despite this, they sent a communication saying I'm liable for early termination charges. I contacted them again immediately and they agree that they have made a mistake and the charges are not applicable but subsequently decide to continue with them and present their final bill with them included anyway.
What an absolute shower of a company.
09-07-2021 10:08 PM - edited 09-07-2021 10:17 PM
They've been working through various categories of customer since March, @Beany2.
They can do this because Ofcom allows them the practice of making changes for the business, as long as affected customers are permitted to leave within 30 days of a notification.
Talktalk absolutely has to refund you anything they owe you, and waive those early termination fees.
However it is never a good idea to stop the Direct Debit until you have actually received a final bill for £0.00, after everything has been sorted out.
Check the Ts&Cs (linked at the foot of the page) clause 16, for the small print.
@UnhappyPunter, it's best if you ring to sort this out asap: 03451 720046
9am - 6pm Saturday. Closed Sunday.
If you're still needing help after that, post back on here for staff to know that this still needs looking into when they pick up your thread next week.
on 09-07-2021 07:11 PM
I sort of expected such behaviour and cancelled the direct debit at the bank - as I was adamant that I was better for them chase me for payment as opposed to me having the hassle of trying to get it back from them
Cancelling the Direct Debit is generally a bad idea. It will prevent them from taking the payment in the short term but could land you in more trouble in the log term.
You say you don't want to phone but I think phoning the loyalty team again would be the best bet as they are the ones who deal with cancellations. It should be fairly straightforward, just say "Loyalty Team" when prompted to state the reason for your call to get through to them. Current opening hours are here: Our update on Coronavirus - TalkTalk Help & Support
If you would like TalkTalk staff to help, it's best to make sure your forum profile is updated with your personal details and your TalkTalk landline number in order that they are able to access your account (don't post personal details on the thread though). Also, bear in mind that support on this forum is not "real time" and staff generally don't work weekends either so it may take a few days to get a reply.