Talktalk's Contract Communication is so dreadful, should I cancel?

[jehu44]

This post is prompted by an email I received this morning from Talktalk with the bold and totally wrong heading "Everything you need to know".  It claimed to be about a new contract I agreed via on-line chat on 6th January. I had already received three emails about the new contract but in none of the emails or attached contract documents was a complete description of what had been agreed. Today's email contained one statement that is simply wrong. It states that my monthly payment will increase by £3 on April 1st each year. Yet I had agreed to a fixed price contract. Looking back through other emails and attachments I found one stating that my connection was a copper line when it is actually FTTP.  I have until Monday to cancel the new contract. I know what I agreed and can find some correct details in "my account" but the monthly price is different and there is no mention that it is a fixed price contract. The confirmation email states it is a fixed price but doesn't state what the price is. The whole process of negotiating a new contract is a nightmare. Any help would be greatly appreciated, as I cannot face talking to the robot again. The person who agreed the contract was Bonisiwe in the "Better Value" team.

[Billx]

@jehu44 

I think @jehu44 must make sure that the LAST contract documents that he has received via email, (the CONTRACT_SUMMARY and the CONTRACT_INFORMATION) agree with whatever he agreed via on-line chat on 6th January. If they don't, he has to persist.

I had a very similar experience. It took over 6 months to resolve.

Bill

[Arne-TalkTalk]

Hi @jehu44

I can confirm that you are on a fixed price plus contract so no price rises, the plan you are on is:

Fibre 150 including the UK Calls comes too £35.95
broken down as  Fibre 150 at £30.95 + UK Calls at discounted rate off £5  fixed price plus for 24 months, Plus £5 off the bill discount for the next 3 months so £30.95 for the next 3 months.

This has been applied to your account.

Regards