Still being billed after not renewing contract

[DaveY11]

I am having a problem with understanding your process. I now understand that I might owe something but when I left I had a message to say what I would owe would be less than £1. I never received anything to pay this. The first contact from TT was yesterday to say I owed 1 full months bill so called and it was explained that I would have to pay before getting a refund. I have logged into my account 1 day later and that amount has doubled. Zero contact to say why. Account was closed early January according to TT records so that contract would not renew on 26th January? Not sure why I’m paying still, in March and an April bill pending too. 

[Arne-TalkTalk]

Hi, the account clear, the bill you see in My Account is not updated, however if you click on view my bill  you will see the updated account balance then you will get a final zero balance bill 

[DaveY11]

Hello. I have paid the £5.40 as a one off payment. Does this mean that the account is clear? I still see an amount for £107 and can only guess that this will change to £0 at the next bill cycle on April 4th?

[Arne-TalkTalk]

You can log into My Account and make a one off payment, the next bill is not due to be generated till the 11th April

[DaveY11]

Thank you. Will I receive an email when the bill is ready?

[Arne-TalkTalk]

Thank you I have asked the billing team to amend the outstanding balance the final bill will be around £5.50

[DaveY11]

7th February 2025

[Arne-TalkTalk]

Hi DaveY11

Can you confirm that date that you switched. 

[Gliwmaeden2]

@DaveY11, Talktalk always advises to double check with them.

One Touch Switching and just leaving it to the new provider have not always proved reliable:

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

 

However, you should be able to easily show Talktalk that you've had the new provider since whenever in February so that they can sort out the billing accordingly.

Once a bill has been produced, it can't be altered, but credits can be sent to your My Account to negate / waive fees etc.

Should be relatively straightforward once clarified. 

[DaveY11]

Everything was supposed to have been put through by my new broadband provider and I wouldn’t have to get in touch with TT at any point, or so I was told. As soon as I had triggered the change I received the £1 message from TT. No time frame and the impression given was that was all I would owe. I understand about the 30 day rule, but that would have ended during February. My account now says I will be billed for April.

I had none of this when I took up the TT contract.

[Gliwmaeden2]

@DaveY11, your contract wouldn't have automatically renewed anyway on 26th January  - if that was your "end of contract" date, it means "end of minimum term" after which you can simply move onto a rolling monthly contract [likely to be more expensive after the expiry of discounts] or whatever you choose from options offered by Talktalk. 

If you chose to leave, there'd be a 30 days' notice period and any days prior to the last month of the minimum contract would attract an early termination fee.

That might have been the < £1.00 that you mentioned. 

Nevertheless, the notice period would need to be covered, and it does require any overpayment to be claimed back via My Account, as Talktalk doesn't send refunds directly to your bank account. 

How did you go about the cancellation process? Phone? Chat? One Touch Switch?

If there's double the amount now due, it sounds like that cancellation wasn't correctly processed. 

Staff may pick this up on Friday, during the day  - otherwise it will be after the weekend.