TalkTalk overcharged I cancel direct debit, they charge me more

dekaspace

Basically when I signed up I went for a £25 offer which they said they would credit me straight away,

First the engineer took over my Sky line instead of just using the 2nd line(which had dial tone and phone number and confirmed working by engineer) then TT charged me for a new line! The charge was not for the engineer taking over my new line but somewhere along the way they saw my new account as a new line!

As I did not have enough money in to cover it I cancelled the direct debit and told them I would pay the correct amount by phone but was refused but was told a manager would have to credit the account.

They then only credited £25 and by this time I was without phone and internet for about 10 days and when I emailed them they seem to not understand my query.

Eventually I got a call from collections who refunded the other £25 on the phone but said the original credit would have to wait, so I paid the bill.

When I got my second months bill it said £4.50 payment processing charge and again I compained and each time the response is "well you agreed to pay by direct debit when you opened account therefore as you didnt pay by direct debit the charge is correct" They dont seem to understand I paid by card because they messed up.

So at this point I have been without phone and internet for almost 3 weeks, getting phone calls from their collections who claim to not understand my accent when I try to explain and just tell me to pay or the account will be passed on further!!!

I tried contacting the representative here but never heard back.


What are my rights?

arcon5

If you're in to month 2 why are you still without phone or internet?

Once the error was rectified when in collections, did you not then decide to setup a DD with TT?

You post is unclear... but are we talking about your rights to the £4.50 charge refunded? I would say month 1 you should, month 2 not.

dekaspace

It was turned back on but when month 2 arrived I was overcharged again I contacted them and when I got nowhere I cancelled DD again and tried explaining(and asked for a credit for the time I didnt have down to their errors)

I have said to them I am perfectly happy to pay the correct bill but they dont seem bothered.

TalkTalk

Hi Dekaspace,

If you tweet us @TalkTalkCare or join the TalkTalk Members Forum we can look into this in more depth for you.

Cheers


Mark
TalkTalk Online Community Department