TalkTalk have sent our family into a state of unbelievable stress in a cycle of insane contradictions by TalkTalk over their refusal to close our account. We moved house last month and gave 30 days' notice before that to close the account. We were told the people buying our account had rung them before my cancellation request, saying as they were not moving in straight away had asked TalkTalk to keep my account open for nearly two months longer! Sounds crazy, but TalkTalk gave this priority, and said my account had to stay open because of an arrangement with a BT line. I rang BT, they said what TalkTalk have told you is untrue. It doesn't work like that.
I spent hours in multiple long phone calls to TalkTalk. The best I could get was an assurance that once my 30 days' notice period was over, I would not be charged even though the account would remain open. I wanted something in writing saying this - an email or letter. The customer services advisor refused repeatedly, but assured me they would put a note on my account to this effect. I queried this - this would be readable by TalkTalk staff but would I be able to read it? No, I was told. But it would definitely be readable by other TalkTalk staff so I would not be liable for further bills.
But the bills continued. Further long calls continue in a cycle of demand for payment, eventually reduced to nothing and an apology, and then it all starts again with the next bill, told all over again that your account is open so you owe the money. It saps will and sends stress levels rocketing, without any sense of progress. A few weeks ago I actually got an email apologising, cancelling the request for money and crediting me with £15 as a 'goodwill' gesture. And then yesterday the next bill comes, with that £15 immediately eaten up and a demand for more. When I challenge and am told today that as the account is open in my name I am liable for payment. BUT I cannot close the account! I don't know how many hours I've wasted on this, but the stress levels mount with no way to control your own personal account. It's unbearable.
I had thought TalkTalk just didn't communicate with each other properly, and have a frustrating policy of refusing to put what they agree to in writing. But I see from different threads in this forum that TalkTalk have done this again and again. As others have said in similar threads, why are they allowed to get away with this?
