TalkTalk cancellation stuck for 2 months – still being billed

[bob8416]

Hi everyone, posting this to share my experience and hopefully get some advice.

I requested the cancellation of my TalkTalk contract on January 9th, 2026, after moving to Virgin Media. What should have been a straightforward process turned into a two-month ordeal.

A cease order was placed on January 10th, with an estimated completion date of February 9th — but it got stuck due to an internal technical error on TalkTalk's end. Nobody told me. I kept paying for a service I wasn't using, including a £27 bill in February that should never have been charged.

A previous agent had escalated the request and promised a call within 3–5 days to confirm the cancellation. That call never came.

On March 6th, I reached out again via chat and was passed between 5 different agents over nearly 2 hours, re-explaining my situation each time:

• Agent 1 identified the stuck order but, rather than fixing it, cancelled it entirely and submitted a brand new cease request, meaning I now have to wait an extra month for disconnection
• Every loyalty team agent acknowledged the termination fee but refused to handle the billing dispute, just passing me along
• At one point, Agent 4 simply stopped responding and I was silently transferred to yet another agent
• To top it off, one agent asked if I actually understood what early termination fees were, as if being billed for two months of unused service was perfectly normal. You can imagine how that felt, especially since I'm not disputing the termination fees at all, only the time wasted while my service remained active due to their error

The only useful information came from the last agent (Billing), who explained:

• A credit for unused days from February 10th to March 7th should appear on my final bill
• I need to contact them again after April 28th and specifically request that credit adjustment

So here I am, three contacts, five agents in a single session, and I'm expected to chase them again in April just to recover money I shouldn't have been charged in the first place.

Has anyone dealt with a similar situation? Any advice on how to push for a proper resolution? 

[nambuso-TT]

Hi there 

@fr8ys and @Gliwmaeden2 thank you very much for advising

[Gliwmaeden2]

@bob8416, you shouldn't need to phone them to claim back the credit when it eventually materialises.

However Talktalk doesn't send the credit directly to your bank account. 

You should keep your Direct Debit set up in My Account while all this is being sorted out because these details are what are used in the refund system. 

You have access to My Account after you leave and there's a system in there for reclaiming money yourself. 

When it's allocated you should be able to see it in the billing history. 

[fr8ys]

Hi,

Terminations have to be dealt with on the phone. Staff here cannot initiate them.

Given your experience to date, I would suggest you raise this as a formal complaint.

You can find the complaints procedure at the foot of each web page.

Good luck