TalkTalk Cancellation cost

Huajf2

My wife and I recently moved house and decided to cancel our home phone and broadband service with TalkTalk and switch to Virgin Media.

Our TalkTalk account was left with around £18.50 credit. I assumed that this would be credited to my bank account in the same manner that I had been paying them monthly direct debits. Unfortunately the only way (I can find) to get credit back from a closed TalkTalk account is to call their 0870 number.

The call lasted over 10 minutes after navigating several menus and being put on hold for 2 minutes.

I am sure TalkTalk could make this much fairer. The net result is creaming off pounds from their customers who have left them or absorbing the profits from those who can't be bothered to claim their credit back. Very annoying!

Gordon_Hose

That's business, unfortunately.

They are in it to make money, not do the country favours.

TalkTalk

Hi Huajf2,

There are a number of reasons we do not automatically refund any credits. In most cases when customers leave a service they will cancel the Direct Debit. As such, this prevents us from automatically refunding credits. The other alternative is to process cheques. However, there is no guarentee that the account holder will still reside at the same address, as a common reason to disconnect is due to home moves.

As such from an operational perspective when credits are left on the account its always better to discuss what payment options are most suitable with the customer directly, hence we do not automatically refund credits once an account has closed.

Regards

Mark
Online Community Department

oldagetraveller

"As such from an operational perspective when credits are left on the account its always better to discuss what payment options are most suitable with the customer directly, hence we do not automatically refund credits once an account has closed."
Or hence we can make a bit of money from them with our 0870 'phone number!

macman

Or hope that the ex-customer will forget about the missing credit...

JJ_Egan

Nope i can guarantee that after months and months of emails you will eventually get a refund .

jje

Buzby

I just love the CS misinformation. You need a live mandate for a merchant to TAKE money from your account, but there is absolutely no requirement for any DDM to be in force to refund or make a Direct CREDIT.

Smoke and mirrors - don't believe any of it!

Myser

You could always use http://saynoto0870.co.uk to find the equivalent local number!

Alfie51

The probably we have with Talk Talk is that on trying to move to sky I was told by Talk Talk that we had renewed our contract last September. That my husband had rung to renew, which he hadn't. When my husband rang and asked exactly when, he was told the 4th September. When he pressed for an exact time he we told it was Monday 3rd September 9.48am. When my husband explained that he was at work and in a meeting at that time and could they prove it . He was told he would have to pay £10. He asked if he would good it back when it showed he hadn't been in he was told no.
The he asked for the transcript and how much it would be to end the contract he was told yes and £49.
That was last Monday last week, no letter and sky still not able to take over the line.
Is this ethical or legal?

greatgimpo

TalkTalk, Argos, Currys, PC World...
... the same old names,the same old disservice.

<sigh>

macman

Alfie51 wrote: »

The probably we have with Talk Talk is that on trying to move to sky I was told by Talk Talk that we had renewed our contract last September. That my husband had rung to renew, which he hadn't. When my husband rang and asked exactly when, he was told the 4th September. When he pressed for an exact time he we told it was Monday 3rd September 9.48am. When my husband explained that he was at work and in a meeting at that time and could they prove it . He was told he would have to pay £10. He asked if he would good it back when it showed he hadn't been in he was told no.
The he asked for the transcript and how much it would be to end the contract he was told yes and £49.
That was last Monday last week, no letter and sky still not able to take over the line.
Is this ethical or legal?

The main issue you may have here is that it's not usually possible to do an LLU to LLU transfer, assuming that you are currently on a TT LLU service and attempting to switch to a Sky LLU service. You either need to take your line rental back to BT on a return to donor, or get a new line provisioned by Sky. The fact that you are (allegedly) in minimum term and have to pay an ETC does not in itself prevent you switching suppliers.