Two packages active - seemingly unable to cancel

[thedannygrant]

Hi all. I switched to fibre 900 a few weeks ago - was led to believe my fibre 65 package would be automatically cancelled. A couple of weeks passed and I noticed nothing had changed on my account, so I rang customer service to check and they informed me both packages were still active and that they would cancel the old one for me. 

I have now been billed for both packages - spoke once again to customer service who confirmed both were still active. I was assured that it has now definitely been cancelled but that I’d need to raise a complaint to get my bill adjusted. Every time I speak to someone it’s like starting from scratch, is there an easier way to try and get this sorted?

[Arne-TalkTalk]

Hi thedannygrant

The issue was that the old fibre 65 account didn't cancel correctly when you moved to Full Fibre, resulting in you being billed twice on the same account, including an pro rata charge for the new contract and the old account charging full price without discounts. 

The old account is cancelled and the new account will be billed on the 25th May correctly. 

Sorry for any confusion. 

[thedannygrant]

Is anyone able to help me with this? I got a phone call last week saying that it had been escalated, but that an 'error in the system' meant that the fibre 65 package was unable to be cancelled, and that it would need to be escalated further. I've been trying to get this sorted for weeks and no one is able to tell me what the issue is.

[ferguson]

The support team cannot respond in real time, they deal with each post in turn. Give them a chance to get back to you. 

[thedannygrant]

Hi - still looking for clarification here. I have no idea where the original sum of £104.05 came from, and the adjustments aren't making sense to me. Thank you.

[thedannygrant]

There was an adjustment yesterday of £7.10, but the charge was for £24.95?

[Arne-TalkTalk]

it will show in the transaction history, once a bill is shown in My Account is cant be updated. you can find the updated amount in https://community.talktalk.co.uk/t5/Articles/Your-transaction-history/ta-p/2205219. 

[thedannygrant]

Hello, thanks for your reply. I don't see this reflected in my bill - there is a refund that was offered to me due to delays in my new fibre being activated, but as far as I can see I'm still being charged for fibre 65. Could you confirm? Thank you

[Arne-TalkTalk]

Hi thedannygrant

I can see that the additional charge has been removed from your bill and a request has been placed to cancel the old account. 

Apologies for any inconvenience caused 

[ferguson]

@thedannygrant 

I have moved this to the Billing section where it will be more appropriately dealt with, the support team here will respond as soon as they can.