Talktalk not taken my DD and now want to charge £12.50

[itsstewart]

I've been transferred from Shell energy broadband and for reasons outside my control Talktalk have adjusted my payment date and amount but failed to take any money from me this month. I've now received an email saying I have to pay the money due - fair enough - but that because they have failed to receive the money I have to pay £12.50 admin fee next month. As none of this is my fault and obviously something to do with the transfer of my DD from Shell to TT I do not intend to pay the £12.50 and the same thing could happen again. How do you talk to anyone about this? I tried the number on the email and it's just an automated line for payments.

[Tabitha52]

I have also received a similar email. I am glad to hear that these charges will not be applied but I will be watching my bank balance closely at the next payment date. This debacle doesn't fill me with confidence in Talk talk.

[Arne-TalkTalk]

@itsstewart Are you able to access your bill , the extra this month is the pro rata charges since going live on our service upto the date of your next bill, and charge in advance for the month so your September bill will be wjhat you agreed with Shell.

[QuietQuiet]

I've been told by Candice on the online chat that:
"I can confirm that we did not fail to set up the direct debit on the account. We had a problem taking the payment on our end, but there are no additional charges that will apply."

So why don't Talktalk just take the payment by DD, stop asking people to pay by another method, and contact each customer to tell them that they don't need to do anything.

Candice just offered a £20 goodwill payment, so that is the minimum that each of you should demand.

[itsstewart]

Besides the cost i wasted over 2 hours trying to get through to Talktalk and my bank to sort this out. I still have no idea how and why the extra amount talktalk want to charge has been calculated. It doesn't make sense they're charging me £7.77 more than Shell even though it's the same payment date

[Arne-TalkTalk]

Hi itsstewart

Just to confirm , You will NOT be charged an admin fee, we are are asking in the meantime to make a one off payment this month either online or over the phone. 

Sorry for the confusion.

[Gliwmaeden2]

Any further problems, @SIZZER, please start your own thread. You would need to return to the message board and click on start a topic.

[SIZZER]

Thank you Gliwmaeden2

[Gliwmaeden2]

@itsstewart and @SIZZER, you won't be charged the £12.50.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Speak to the Shell Migration team. 

Forum staff are not back on here before Friday. 

[SIZZER]

 Was also moved from Shell and I've just received the same email