How to raise complaint? Direct Debit incorrectly taken

[pinkfire]

Hello,

I ended my contract with TalkTalk due to moving home. Oddly, they did not send me confirmation (e.g. an email) of this, but did send me post to return the equipment.

After ending my contract, I received a bill for a period I am not liable for, as if my normal billing was continuing, and immediately made contact (via webchat because there's no other option) to query it. The agent confirmed I had terminated my contract correctly and said the payment would be refunded so I should not cancel the Direct Debit. They Direct Debt payment was then taken from my bank account on 1 May 2026 and as yet, has not been refunded. Obviously I'm worried about more money being taken on 1 June 2026. How do I raise a complaint please?

[Gliwmaeden2]

@pinkfire,

If you scroll down further on the contact page [see the link in Fr8ys's signature] you'll see they closed at 9pm.

Full details are given separately for hours of availability for reaching Talktalk by phone too.

The phone support won't be available on Sunday. 

Chat support is not live 24/7.

[pinkfire]

Thank you but the chat function is unavailable too!

 

[fr8ys]

Follow the link at the bottom of the page. It explains you raise a complaint via chat.

There are no staff here now so you will need to contact TalkTalk directly to resolve.

[pinkfire]

The 'talktalk.co.uk/complaints' link on bills just directs to the live chat function 🥴

[pinkfire]

Hi,

Sadly that's not the case. The billing period was 24 Apr 2026 - 24 May 2026. My contract had been terminated by 24th April, having given one month's notice in March. The livechat agent confirmed the bill should not have been issued because I had correctly ended my contract. No confirmation of my contract ending or news of a final bill received, it's very poor service. As the Direct Debit payment was taken on 1 May 2026, I would reasonably expect the refund by now. Very glad I'm no longer with TalkTalk, it's just a shame their payment system thinks I am. 

[fr8ys]

You should get a new bill showing the end of contract debit or credit.

your csnceuis probably out of sync with the billing cycle and its often the case that a full months money is taken as you pay in advance, and a final bill, a month later, will be your final one showing your credit.

As advised, don't cancel your direct debit as its required to repay you.

if you want to make a complaint at this stage, the process is detailed at the foot of each webpage, but the advice will probably be to wait for your next bill.