Talk Talk bill for £880 - debt of previous client

Penelopa.Pitstop

Hello,
I'm writing on behalf of the person who described her problem on other discussion board.

She got a Talk Talk bill for £880 despite the fact that she's paying all her bills on time. When she queried this she got the following explanation:

"Thank you for your enquiry regarding the letter received for the bill of £884.00.
I apologise for any inconvenience this may have caused you.
I can see by your account details that the letter you received is due to an indemnity claim made by your bank for £827.99 therefore the money is now owed to TalkTalk.

I have also raised an official complaint on your behalf regarding this issue. This complaint will be open for seven days in order to give you an opportunity to respond. If you do not respond after this time, we will assume that you have accepted our resolution and close the complaint. Your reference for this complaint is *******

I hope this email has helped to answer your query. If not, please let us know by replying to this email."

If this balance remains unpaid, we may be required to suspend or disconect your service"

She never made and claims agains Talk Talk and her bank never made any indemnity claim in her name.

She called them today and they told her it's not really her who made the claim. According to Talk Talk previous tenant of the flat was their customer and when she moved out she never cancelled their services. Next person moved to the flat, called Talk Talk and ordered their services.

Previous tenant put the indemnity claim against the Talk Talk this year and she got all her money back from them. Now Talk Talk says the new tenant should pay that money back to Talk Talk because the debt is assigned to the account and they don't care that she has nothing to do with the previous tenant and never received any money from them.

They disconnected her line and internet on the spot not even giving her mentioned 7 days for complaint.

Am I understanding right that the new tenant unknowlingly took over the Talk Talk account and put her her name onto it, then previous tenant claimed money back from the same account hence the oustanding amount on the bill? I don't know on what base the previous tenant made the claim against the Talk Talk.

So what are the rights of the new tenant. She's already in very bad financial position due to job loss and is expecting the baby. There's no way she can pay it and the other thing is why should she pay it if it's not her debt? Should Talk Talk open the new account for her when she signed up with them?

jhp

Hopefully Emma of Talk Talk Support will belong to deal with this.

If you need a quicker response www.talktalkmembers.com is the best place to post.

Penelopa.Pitstop

Hi, I can't post on Talk Talk forum, I'm not customer and it's impossible to register without TT account number and phone number. Maybe someone registered there could add link to my post here.

TalkTalk

Hi Penelopa.Pitstop,

I've sent you a PM with some details of what we will need from the account holder to investigate this. If you could ask the account holder to get in touch with me then I will pass this straight into the CEO team so they can give her a call and get this sorted out.

Cheers
EmmaL x