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, details about the final bill(s) are given here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/Your_final_bill

Refunds are paid as a credit to your Talktalk My Account, so not directly to your bank account. 

Previous bills cannot be altered after issue but you can usually check the ongoing transactions in Billing and you see the corrections / adjustments itemised in a subsequent bill. 

You are expected to leave the direct debit details in place until everything else has been sorted, and use those same details for claiming the refund from My Account. 

[fr8ys]

I informed you in my first post there are no longer any staff here.

If you read mine and @Gliwmaeden2  signature they also inform you the forum is now peer to peer.

You need to persevere with chat, phone or follow the complaints procedure. 

[pinkfire]

Is anyone from TalkTalk on this board please??

I used the live chat function last night, for the third time in a month to try to get support. The agent was reassuring, confirming my contract had been ended correctly. They assured me a refund would be received within 10 days, as if it was the first time requesting the refund. I had spoken to the same advisor weeks ago and they'd said the same thing about 10 days.

They also sent me an email to give written confirmation my contract ended, but the email states my contract ended in July 2026. My contract ended in April 2026, and we're still in May.

I know it's not a huge amount of money but it's unacceptable that TalkTalk continued taking payments from me, and I'm concerned they will take more.

I requested to raise a complaint and was told to follow up on the live chat in 72 hours to get the outcome. I don't have any faith in this company.

[Gliwmaeden2]

@jbuchanangb 

The phone number is included in Fr8ys's contact link, in the signature. 

The address you've given for writing is still the correct Complaints address, as detailed in the link at the foot of any Talktalk page. 

The email address you have suggested is no longer the recommended route.

 https://help-centre.talktalk.co.uk/Manage_account/Make_a_complaint/Raising_a_complaint

[jbuchanangb]

These contact methods might work:

Contact phone: 0345 1720088
E-mail: concerns@talktalkplc.com
Address: TalkTalk (TTR), PO Box 675, Salford M5 0NL

[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.