TalkTalk Unauthorised Contract Extension Complaint

Gallowayman

Seeing these posts allays my fears I was the only one......

As a Tiscali acquisition account I was miffed in January of this year when I was informed my monthly account was to be increased by £5.00 (a huge jump in percentage terms on what I was previously paying) and my previously unlimited download allowance would now be capped. Effectively, I was being compelled to pay more for less!


Aggrieved, I telephoned to give notice of termination and start the migration process, I encountered what I assume to be ‘the attrition process’, the upshot of which was I was persuaded that if I did not cancel the advisor would offset my monthly increase by crediting my account with £5.00 per month for a year, and as a thank you he would also send me a nice new modem. Effectively, for not cancelling the increase would be deferred for a year and I would receive the small token of a new (but inexpensive!) modem. On that basis I agreed not to cancel and thought no more of the matter.


Today, after being driven to distraction by TalkTalk customer service (an oxymoron if ever there was one) advisors when I wanted to change my package I decided I would take my business elsewhere. I telephoned the relevant department to initiate the process. Imagine my surprise to be told I would have to pay an early termination penalty for early contract termination. I was dumbfounded – I had been with Tiscali for years. Further questioning revealed, yes you guessed, the ‘new’ contract was dated January 2011 – the date of my calling previously.
It seems TalkTalk has, by underhand tactics, interpreted my agreeing not to cancel as an implicit agreement to a new contract – a contract which brings me no tangible benefits over what I had previously.

Perhaps now I shouldn't be surprised TalkTalk is prepared to employ such tactics to hand-cuff disaffected customers for relatively short term, comparatively minimal financial gain, rather than have them actively want to stay because of good service and good value.

I've also been directed to the Southampton PO Box, so doubtless I'll get the same runaround. How are these companies permitted to go on like this?