problems since migrating from Shell broadband

[madmum833]

My account was migrated from Shell recently and in an email I received in July it said I wouldn't have to change my payment method, my Direct debit would be transferred over.

Initially, I was unable to access my account but that was because I have been a TalkTalk customer before and my new acoount wasn't there. That was sorted with the help from a lovely advisor on the phone.

Now, I have received an email telling me that my payment has not gone through and how to pay it by various methods. But, to add insult to injury, TalkTalk are going to add £12.50 admin fee to my next bill!!!

I will pay it but not until I have assurance that I will NOT be charged for this late payment through no fault of my own. I have checked my bank and the DD is still set up so I'm guessing TalkTalk accounts haven't got their fingers out to get the DD sorted.

Linda

[Gliwmaeden2]

Hurrah, @madmum833.

So glad that you have received a coherent, relevant email that should help peace of mind!

[madmum833]

Well, in the last hour, I have had a text from TalkTalk apologising for a 'technical issue' regarding Direct debits, they are investigating and say that I won't be charged a fee. Don't know if that is just me or what.

[janellebee]

Same here. I have posted this problem to Ofcom who have a monitoring form to fill in for problems like this: https://www.ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services/billing-a...

[Gliwmaeden2]

You will NOT be charged the £12.50...

Talktalk does send out stupid, automated generic emails and has not listened to feedback about this annoying habit.

If the problems with DD are a result of the move from Shell, this is Talktalk's responsibility. 

You do, meanwhile, have to make a one off payment (and hopefully they will take it just the once) to settle this month's bill.

Any further problems, please start your own thread as staff will only reply to @madmum833.

To start your own thread, return to the message board and click on start a topic. 

If you wish to use phone support  or Chat, ask to speak to the Shell Migration team.

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

If money is taken more than once, it can be claimed back via My Account or left there to put towards next month's bill. 

[Lemon2013]

Same here!

[SWexshellcustomer]

exactly the same has juyt happened to me - furious