Impossible to cancel broad band

[Sb4567]

For context I was on Shell Energy broadband and have been migrated to Talk Talk. I have tried to cancel my broadband with TT for weeks now as I’m moving houses, but have had no confirmation over email. I have had it confirmed via phone calls and (because I wanted proof through a video) also have had it confirmed in the chat function. I’ve cancelled my standing order with them but have worryingly heard that they continue trying to charge you post-cancellation. What are the next steps here? I don’t want my credit score to be affected as  I’m planning to buy a house in the next few years but I don’t really fancy continuing to pay for internet I’m not using

[Arne-TalkTalk]

HI Sb4567

The cease request has failed, I'm sorry,  so call us and ask for the migration team they can place the cancellation again. 

Regards

[Sb4567]

Apologies- I didn’t see your other reply. I didn’t speak to the migration team, no. I’ll ask on Monday. Thank you 

[Sb4567]

To clarify, they yo-yo between either agreeing that it’s cancelled or saying there is a “back office problem that rejects my cancellation”. I’ve got evidence of this, and having read a few other similar threads online, it doesn’t seem that uncommon 

[fr8ys]

Have you specifically asked for the Shell Migration Team?

I don't think they are back now though until Monday.

Staff here may be able to view your account and check if there is a cease order on your account though, but the migration team is probably your best bet.

[Sb4567]

Hi, 

Thanks for the reply. Yes, direct debit.

That’s the number I’ve called 4 times now. I’ve also emailed them. Is there any other way to get through to them?

[fr8ys]

You'd be best to speak to the Shell Migration team on 03451 720088, rather than TalkTalk staff.

You say you have cancelled your standing order. Do you mean Direct Debit?

You should never cancel a Direct Debit as it can cause you all sorts of issues later on including penalty fees being added for late payment and it may affect your credit rating too. You are covered by the DD guarantee so should get your money back.

Also if a refund is due to you, they will use this method to credit your account.