TalkTalk just charged me £75.49 cancellation

relishthechallenge

:mad: I am fuming!

TalkTalk offered me an 18 month contract extension on 2/7/11 which I accepted because it was very cheap and it was only a backup to Sky, which I used for my business. The Sky broadband became so unreliable and slow that I moved to Virgin Media. I decided to cancel the talkTalk extension within the 14 day cooling off period and was told there would be no cancellation fee. They asked why I was cancelling and I explained about the slow braodband and my move to Virgin, so they asked if they could see if TalkTalk broadband could be speeded up. I knew it couldn't but I agreed to be put through to Tech Support, who confirmed nothing could be done. They don't have fibre, as I knew.

I was told I wuld have to wait until August for the service to end as I had paid my bill in advance. September, I saw a direct debit come out for TalkTalk, so I asked why. The service had not been cancelled.

Again, I asked for it to be cancelled, and as my original request was within the cooling off period, I was told there would be no charge.

Yesterday, another direct debit, including £75.49 Contract Breakage fee!

After a number of premium rate calls to customer service, I got through to India, where the manager told me that the fee was valid. Yes, I has aksed for cancellation on 14th July, but I had asked for Tech Support to see if the speed could be increased. I tried to explain that I knew it couldn't and had only done this out of courtesy, but it appears my cancellation was not effected, and therefore my cancellation request in September was viewed as a contract breakage.

Despite trying to explain why I would not pay £75.40 just 2 months into a low cost contract, the manager refused to listen and so I lodged a complaint.

I have also written to the CEO's office, but doubt very much if TalkTalk will reacognise there mistake and refund the money.

If I get any luck, I will update this post.

Has anyone else had similar problems and got a result?

macman

There is no cooling-off period to an existing contract which you are upgrading or extending. Cooling-off only applies to a new contract. Therefore no cancellation is possible after sign up without payment of any ETC applicable.

U.K.Brian

I'm not really suprised but you asked for it by going to them in the first place.
I'm an innocent party as I was with Tiscali for several years with no problems.
Then Talk Talk took them over. My service just ceased one day. So I phoned the help line. They said I must have typed in the wrong password. I pointed out its remembered by the computer. In this case I must have a computer fault.
No fault apparent. A further phone call leads me to someone who says the service has been discontinued. I contact trading standards who say I must be given 30 days notice of cessation. I ring T.T. again. I'm then told it was just a fault at their end which will be fixed.

Go on holiday for twelve days. Still no service. Ring again and are passes round several departments and countries such as India and South Africa.

Write to the company....no reponse.
Have to use email so off to the library. See a post that Talk Talk had ceased Dial Up. What a suprise so I've been wasting time and phone calls trying to use a service that doesn't exist.

Then suddenly incoming email works. Spam and a bill from Talk Talk thats nearly three times my normal monthly payment.

Then the saga begins. Phone call after phone call. I'm told my service (still can't send mail out) is still active. Can't get an explanation of the large bill. Still can't find out if the service has ceased or not. Am told that they will "deactivate" me off their computers but that I also need to speak to billing for it to go through. Am transfered to billing....but its not. Given a number to ring. Its not billing but I will be transferred. Another long wait. Wrong place again. Another transfer. Another wait. My wife spent three hours one day being transferred. Never got to billing but did get my case referred to the Omsbudsman.

When this all started Talk Talk had just been fined three million pounds. I think they are trying to pay this off with false bills and premium rate calls. They should not be allowed to trade.
My wife asked at least five times if she was paying for the call and each time was told no. The last call she made she was told it wasn't a free call and we would be billed. My wife insisted that a supervisor should ring us. This was agreed and it would be within 24 hours.

Needless to say we are still waiting on this call. They are not fit to trade and should be fined and then closed down. The final insult is that whilst your saying to them you have spent days trying to get to a billing department they ask if you will RECOMMEND THEM to a friend or family member.

Ignorance or insanity I don't know !

cruella133

You should give Dido Harding (CEO) an email or ring him

dido.harding@talktalkplc.com

0203 417 1000

bod1467

This thread is a year old ... ???

espresso

bod1467 wrote: »

This thread is a year old ... ???

And TalkTalk is just the same as it was then!

Awarded the Wooden spoon three years running.

oldagetraveller

cruella133 wrote: »

You should give Dido Harding (CEO) an email or ring him

[EMAIL="dido.harding@talktalkplc.com"]dido.harding@talktalkplc.com[/EMAIL]

0203 417 1000

Has SHE had surgery?:p