Can anyone help me with talk talk billing issue?

kevin_w90

Can someone please take some time and help me out please? I'm literally tearing my hair out.

Basically I ordered a contract with Talk Talk via the phone when I first moved into my new flat. However, I cancelled it the next day (days before the go-live date) because I realized I had an existing phone line (hence shouldn't have needed to pay for the new line charge).

I took out another contract with talk talk, but this time over the internet (to avoid the connection charge and because they have a promotion ongoing currently for internet orders).

However, I received 2 wireless routers (one for this order, and one for the previous one). I wasn't sure if they had cancelled the first order because of this, so I phoned up to ask if they had cancelled the first order. The woman had said they had and that I can just pop the router in the pre-paid envelope.

A few days later, my internet had gone all crazy. I phoned up to enquire and it turns out they had gone and cancelled my 2nd order - which I didn't ask for. I had only had it for a week since the go-live date.

This meant I had to take out a third contract with talk talk - over the phone this time since the disconnected my last line thus incurring the connection fee charge for new customers of 50 pound. The sales woman said I shouldn't need to pay for this or any other hidden fees if I called the loyalty team when I get my first bill and that she had noted it all down).

I get my first bill yesterday and it states that talk talk are charging me a contract breakage fee of £140 for the 2nd line?! Surely the fact that it was cancelled by accident by the customer service team as well as the fact that I would have been in the "cooling - off period " would mean that I wouldn't have to pay for it?

I've tried phoning them but they're not interested / too idiotic to understand. Apparantly, I'm going to get a call back tomorrow by a supervisor ( I doubt they will and even then, I will be at work! )

Can anyone help me out? Would I be able to obtain help from the citizen's advice bureau / ombudsman service. I apologise if the story seems muddled but I'd be happy to clarify it.

Heinz

Talk Talk company representative lurks around here but will do nothing except advise you to register with the Talk Talk forum and post your problem there.

Good luck.

macma

kevin I'm with T.T. and had some awful problems setting up, phoning them was pretty bad .Have you tried their members forum ? it's brilliant like here there are officials who follow up stuff and I have to say I use it whenever somethin's wrong.Just state a basic outline of your problem on there and I'm sure someone will respond.:)
ps when my set up problems had me screaming I sent several emails and a fab guy phoned me got "on the case" and it was sorted quick smart.