How to escalate complaint with Talk Talk?

Astec

I'm having issues with Talk Talk (I'm obviously not alone looking around!).

Basically I had a calls and Broadband package with Tiscali. Around 5 years ago I cancelled the Broadband, but retained an element of the calls. So every month I was billed a few pence for chargeable calls on my credit card, but never received a bill. Bearing in mind I knew some calls were made, and the charges were small (normally under £1), I was happy enough with that.

In March, I decided to move everything back to BT, including the calls. Received confirmation from BT that it was changing, and a 'sorry your leaving' type letter from Talk Talk. So no worries I thought...

However a few weeks ago I received a FINAL DEMAND from Talk Talk for £32. So I called them and asked for a breakdown of the charges, which the operator couldn't view, although she said some were for failed DD charges. She did however mention that I was receiving a bill every month, and when I stated I hadn’t had a bill as far back as I can remember she said they were definitely going out every month.

So I asked for a copy of the bill stating a breakdown the charges, which I was told I’ll receive in the post. Since then I’ve received a letter saying my @tiscali e-mail address is faulty (I’ve not used it for 5 years!) and now another demand for £52.

I think they have bundled on £50 of payment fees on a £2 charge. I’m happy to pay for my calls, but don’t see why I should pay fees?? Not sure if the issue is relating to the closure of the account, which seems likely, but surely they can’t keep increasing the balance when the account closed 3 months ago! If I don’t pay it I’ll end up with a ruined credit history…all over their mess up and a £2 charge!!

Anyone have any advise on how to escalate, is there a reliable regulatory body that it can be referred to, ie OFCOM or the like?

welshsue

I am also having hassles with them. I swapped from talk talk to plusnet. The broadband went over on 25th May and my telephone transferred on 7th June. I have had a bill for £29.07, they have sorted out the broadband correctly but they are trying to charge me for the whole of June for line rental, talk package and anonymous call reject. I have queried this and they are saying it is correct. I emailed again saying that it was definately wrong and they have said to pay this one and sort out a refund in July.... yeah right, as if I am going to do that..... it will take forever to get a refund.

I have stopped the direct debit to stop them just taking it and now they are charging me an additional £4.50 for non direct debit admin fee.

I would also like to know who to complain to.

macman

Since the line rental and broadband is billed a month ahead, it is normal for them to take the last payment to overun the switch date and then refund. Canceling your DD before the final bil will result in failed DD charge, as you have found. They can't do your final bill before the switch date, as they don't know what the call charges will be.
The refund is normally made within a few weeks, but remember this is TT we are dealing with...

Astec

Macman, I didn't cancel the DD...I only transferred the service, I had no comms with Talk Talk.

macman

I was responding to welshsue, better if people don't hijack threads to avoid confusion.