I have two issues with Talk Talk and I've tried contacting them by phone and through the customer service line.
Issue number 1
I prefer to pay my bill by credit card. I regularly log into my account and make a one time payment before the due date. I cannot pay my bill early and must wait until it is received to make the one-time payment. In February, I received my bill on February 8 and was traveling that day to help with my father who is having back surgery and another family emergency situation. I paid my bill with my credit card on February 12 and have email confirmation of this. On February 18, I was notified that my payment was unsuccessful as my direct debit did not go through. The email was received at 4:18 pm and I called the number listed (0345 172 0040) shortly after 5pm. I was disconnected as no customer service agents were available. I eventually reached someone via the chat. After I explained the situation, I was told to ignore the notice that my direct debit instructions had been cancelled and there would be a service fee as I had already paid my bill
Today I received my bill and there is an additional £12.50 fee for Direct Debit Rejection Charge even though I was told this would not happen. I am trying to resolve the issue through the chat but wanted to raise other people's awareness to this issue as it could be a reason to move from Talk Talk.
I eventually contacted someone through customer service and was told that the £12.50 charge would be removed from my bill. However, I am skeptical as I have already been told this. I will only believe it when I receive my final bill and refund.
Issue 2
I contacted Talk Talk to cancel my service. I first wanted to see if I could obtain a better deal and went through a long chat, but Talk Talk could not match the faster speed and lower rate (about half of my new plan). I confirmed that I was not going to renew my contract and asked if any further steps needed to be taken. I was told no. I ended the call.
Today as I received my bill, I was surprised since my contract is meant to end on March 11. I noticed that I did not have any confirmation of my cancellation with Talk Talk. I tried following the prompts to cancel through My Acccount (https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737) but the option is not on my page.
I contacted customer service and was notified that my account had not been cancelled previously. I was then informed that the cancellation request was not within the proper time frame and I would be responsible for the extra days of use since all cancellation requests must be made within 30 days. I have tried to raise the issue to a supervisor but was told I could not.
I also tried calling the customer service number and even though they are meant to be open today, received the automated message that the office is closed even though I am calling during the opening hours (as listed here https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529)
I am writing this forum as a warning for those who wish to cancel with Talk Talk. It will take time, give yourself more than 30 days. Require confirmation on the spot. Possibly consider consulting legal aid.
Hoping for a response
