Urgent Help Needed - Billing Migration Issue (Kraken) & Account Mismatch

[annoyed215]

I am writing to seek urgent assistance as my broadband has been switched off, and standard support has been unable to resolve a complex billing migration issue.

The Issue:

• Background: Following a failed switch to a different provider last year, we had to set up a new TalkTalk account in my son’s name to restore service.

Our account was recently migrated to the Kraken billing system according to advisors. Since this migration, we have received no digital bills, and our online "My Account" portal shows £0.00 owed. We were told this would be fixed soon.

We are receiving physical letters and text messages stating we owe money, but the Account Number on these letters is in a different format (Kraken) and does not match the account number on our online dashboard.

We cannot pay the balance online as the portal doesn't recognise the debt. We have attempted to resolve this via live chat multiple times for 2 months, but promised callbacks and emails within 2-3 days never happen. Tried to call but keep being directed to the website.

Our broadband was disconnected last week, yet we have no functional way to pay the bill TalkTalk is requesting.

Can anyone help?

[ferguson]

Sound advice from @fr8ys there, but if you cancelled a previous account then this looks like an unfortunate consequence. I take it your previous account was in good order and duly paid up before the service ceased?

[fr8ys]

Unfortunately there is no staff presence on the forum anymore.

for ways to contact TalkTalk please see the link in my signature.

ways to pay TalkTalk can be found here but its probably past that stage now.

You may wish to consider raising a complaint and there is a link to the complaints procedure at the foot of each page.

Given that you set this up in your sons name, due to GDPR privacy rules he will need to start this process and gove explicit permission for TalkTalk to discuss with you.

Please also note that if you go down the complaints route you will only be able to discuss this with the complaints department going forward.