I have broadband service that was automatically transferred from Shell Energy BBand through to TalkTalk this year. An email received from TalkTalk on 12 July 2024 stated that during the transfer from Shell Energy BBand stated . "For total convenience, you'll carry on paying using your chosen payment method. There is no need to cancel your Direct Debit, we'll automatically transfer it over to us."
Today 29 Aug 2024 I received an overdue payment request for an August 23rd generated bill and a declaration of “Because your payment didn't go through on time, we've had to add a £12.50 admin fee to your next bill. To stop this happening in future always make sure your payment reaches us by the due date shown on your bill."
After such a statement what is the cause of the Direct Debit failure ? The automatic transfer obviously wasn't successful with my account so why haven't I been informed before issuing a potential excess charge ?
My experience with the apparent lack of TalkTalk in communicate issues before adding excess fines to an account is not one that one I appreciate. Direct Debit facilities for Shell BBand are still active for the foreseeable future according to my bank account so TalkTalk promises of automatic transfer have apparently failed in my case.
My last Shell BBand Direct Debit was taken on 22 July which was well part within the transition period from Shell to TalkTalk .
Communications accuracy and its breakdown obviously needs investigation when addressing TalkTalk communications business. Advice as to steps that involve guaranteed payment via Direct Debit and wavering of increased admin fees would be appreciated and in light of the 12 July 2024 email I would appreciate answers as to what is the cause of the TalkTalk Direct Debit failure with my account ?
Tony
