Talk Talk Cancelling/Upgrading/New Contract

hivoodoodoll

Ok so I spent 30 mins on hold yesterday after being cut off twice and a 15 minute call the night before.

Outcome is that apparently Talk Talk think my mother UPGRADED her account to include TV on 1st August 2013. She then cancelled her whole Talk talk services on the 14th August and moved to Virgin due to problems with broadband speed.

Because of this she has been charged £300.79 (£15.50 x 18 months - plus a bit more).

So although she cancelled the TV within 14 days (we actually have a letter dated the 7th saying the TV had been cancelled) she has still been billed for the whole contract because it was an upgrade and not a new contract.

Apparently after talking to my mother she informed me that she didn't call Talk Talk to take up the TV offer because she was quite happy with Freeview and that they didn't call her. When the TV box arrived she rang them to get it sent back as she hadn't asked for it and as yet we are still waiting for a prepaid envelope. The box hasn't even been taken out of the bag it was sent in and is still sitting in the garage waiting to be posted back.

So after my 30 minute wait yesterday I said I wasn't happy and I wanted to put in a complaint and I was told that a manager would call me within 24 hours to discuss my case. Well it is now 30 hours and I have heard nothing.

If they think I will just leave it at that they have another thing coming. I want proof of my mothers call with them on the 1st August and I want proof that if the conversation did take place and my mother is wrong I want to see where they told her she would be tied into a new contract and there would be no cooling off period.

Has anyone else had these problems? Any advice?

MataNui

Talk Talk are thieving scum. Good luck getting anywhere with support. You have 2 choices really.
1. Simply dont pay and then after 8 weeks you can escalate the complaint to the ombudsman. In the mean time TalkTalk will pass the debt to a debt collection agency and trash your mothers credit report (the debt collection agency dont have any powers though so wouldnt worry about them).
2. Pay (but i would wait till they do the above first) and then take them to court to recover the amount + costs. At the end of the day (in court or ombudsman) they have to prove a contract existed (so a signed contract or telephone recording) not the other way round. If your mother is remembering correctly and she did not phone them and they did not phone her, they wont be able to offer any evidence that a contract existed.