Still being billed after disconnection date

[marianoginn]

Hi,

I switched to another ISP on 4th December, but I am now being chased for a bill dated 4th Dec - 3rd Jan by TalkTalk. First of all I didn't cancel the Direct Debit, so payment could have been taken if needed but wasn't. Every time I've attempted to resolve this with support they say I need to pay the bill and then I'll get a refund, which to me is completely backwards. If for some reason we owe a small amount for a partial day, then the bill should state this.

Our account shows as pending disconnection so perhaps there is an issue on TalkTalk's end with the billing system? Either way I didn't appreciate the aggressive tone of the messages I received about late payments.

As mentioned I've gone around in circles with support but it was like talking to a brick wall so I'm hoping someone here can help.

Thanks

[Arne-TalkTalk]

Hi @marianoginn

The account is disconnected, the bill was generated in error, So I have requested that the balance is cleared. 

Sorry for any inconvenience caused 

[Gliwmaeden2]

@marianoginn, Talktalk always bills a full month ahead, and the bill is made up a couple of days before the cycle date.

So it couldn't have captured the fact that the other company took the service over on the 4th.

Did you ask the new company to take over the actual phone number? That can affect a smooth switch.

Did you also call Talktalk at the time, as recommended here?

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Talktalk doesn't show the anticipated end of service date on that bill in case it doesn't happen. 

The next bill should show the refund for the days not used. 

However it doesn't explain the direct debit not being taken as normal, so that's the priority to start with.

You'll also need to use those same details to reclaim the refund via my account, so don't remove the Direct Debit details until a bill shows a balance of £0.00.

I'll flag this up for attention from staff. It is in a queue, so there's a chance they may not pick it up before the next bill is made up etc.

Staff respond during the day Monday to Friday.