Very Concerned: Unprofessional Complaint Call + Service Transferred to Utility Warehouse Without Any

[user872348]

Hello, I’m posting here because I’m extremely concerned about what has happened with my TalkTalk service over the past week, and I need clarification from TalkTalk urgently.

1. Extremely Strange Call From a “Complaint Manager”
A few days ago, I received a call from someone claiming to be a TalkTalk complaint manager. The call was announced as being recorded, but the caller:

• did not properly introduce herself,
• did not explain the purpose of the call,
• left long periods of silence,
• reacted defensively when I asked who she was,
• and then suddenly hung up without discussing anything.

The call felt highly unprofessional and nothing like an official TalkTalk complaint-handling process. I am now unsure whether the call was genuine or whether something is wrong with my account.

2. No Notice From TalkTalk – Suddenly Told I’ve Been Transferred to Utility Warehouse
Shortly after this call, I received an email from Utility Warehouse stating that my broadband service has already been transferred to them as of 1 December — including the right to collect direct debit payments.

I was never informed of this by TalkTalk.
No email, no text, no letter, no warning, and no consent request.

This is extremely worrying because my TalkTalk contract (as shown in my online account) is still valid for a long time. I do not understand how a transfer to another provider, and even my direct debit authorisation can happen without notifying the customer. I do not even know what will be the amount with UW and direct debit yet. 

Overall, the lack of communication and the way this has been handled feels extremely unprofessional and has left me very concerned about how my account is being managed.

[Philile-TT]

@user872348 please call our customer services team and you will be transferred to the complaints department, please use the number 03451720088 Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm

[user872348]

Follow-up

I wanted to provide an update. My broadband service has now been successfully set up with Utility Warehouse, maintaining the same contract period, price, and static IP. TalkTalk staff explained that they have the right to transfer my service to Utility Warehouse under contract terms (Clauses 14 and 23.1). The customer service agent in chat was helpful, but very firm that I have to stick with Utility Warehouse, nothing he can further explained on these terms. He also let me know that the notice may have been destroyed after 30 days if that is in your junk mail, so we could not retrieve it. OK, well...

I contacted Utility Warehouse, and they have been very helpful. They have honored all terms, prices, contract period, and services I had with TalkTalk. So my technical issue is now resolved, and the transfer is complete.

The one remaining concern is the complaint manager call I received from TalkTalk, which was confusing and unprofessional. As previously discussed, this matter should be reflected internally, and I would like an update on what actions have been taken regarding that call.

Thank you for your attention.

[Mandisa-TT]

Thank you @Gliwmaeden2

[Mandisa-TT]

@user872348 

Thank you for sharing the transcript of the call you received. I’ve reviewed what you described, and I completely understand why this felt unprofessional and concerning. This is not the standard of service we expect from our team, and I’m very sorry for the experience you had. I have updated your complaint and one of the complaint team managers will be in contact with you. 

[Gliwmaeden2]

@user872348 

There's a full information page here about the transfer:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/Utility_Warehouse_Transition_...

It may be that you assumed that the notification was a scam email or, if it went to Spam, it will have long since vanished as these are usually kept for a maximum of 30 days?

It's also worth reading Utility Warehouse's own information pages on the matter:

https://help.uw.co.uk/article/broadband_and_landline/TalkTalk%20Customers/talktalk-customers-account...

[user872348]

Hi Mandisa-TT, thanks for your reply.

Below is a transcript of the call, claiming to be a TalkTalk complaint manager. All personal details have been removed. I’m sharing this so we can see the extremely unprofessional handling of the call.

Call Transcript (safe version):

Me: Hello… hello?

Me: Say it again?

Me: Hi, who is that?

TT: Hi

Me: Is this TalkTalk? Can you explain the reason for your call?

[Long silence]

Me: Hello?

TT: Can I go on with the reason for my call?

Me: I don’t understand, you called me, not the other way around.

TT: I called, but you’re not letting me speak.

Me: Please start now, who are you?

[Silence]

TT: You’re not allowing me to speak.

Me: I am allowing you, please go on.

TT: Am I speaking to [MY NAME]?

Me: Yes, who are you?

TT: I am one of the complaint managers.

[Silence]

Me: Go on, why did you stop?

[Caller disconnected abruptly]

Note: Shortly after this call, my account was transferred to Utility Warehouse without any prior notice or consent.

[Mandisa-TT]

Hi @user872348 

Thank you for contacting us and sharing these details. I completely understand how concerning this situation must feel, and I’m very sorry for the confusion and stress this has caused. Let me address each point.
 

1. About the call you received

We take security and professionalism very seriously. The experience you described does not meet our standards. There is a complaint on your account and you were contacted on the 03.12.2025 to discuss the complaint.  And a follow up task is booked for today at 12h00.
 

2. Service transfer to Utility Warehouse

TalkTalk is currently moving some customers to Utility Warehouse as part of a partnership, but this should only happen after you receive clear advance notice. I have checked on your account and I do see that you were sent comms about the transfer of your services to Utility Warehouse on the 17.07.2025. And services were disconnected on the 30.11.2025.

[Mandisa-TT]

Hi @user872348 I will look into your thread and your account to assist you with your query.