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on 29-08-2024 04:12 PM
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.
on 30-08-2024 02:27 PM
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.
on 30-08-2024 12:09 PM
@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.
on 30-08-2024 11:02 AM
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.
on 30-08-2024 10:39 AM
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
on 30-08-2024 10:14 AM
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.
on 29-08-2024 04:45 PM
Any further problems, @SIZZER, please start your own thread. You would need to return to the message board and click on start a topic.
on 29-08-2024 04:41 PM
Thank you Gliwmaeden2
29-08-2024 04:37 PM - edited 29-08-2024 04:38 PM
@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.
on 29-08-2024 04:33 PM
Was also moved from Shell and I've just received the same email