talk talk cancellation of order problem

whitesugar12345

Hi all


I hope someone can help me. I had a talktalk phone line for many years and at the end of June I decided to add on the broadband. I contacted talktalk via a chatbox on their website and ordered the broadband. 2 days later I was offered a better deal by my current broadband provider EE and also then wanted to change my phone line to them as well. The router arrived from talktalk the following day. I didn't open it and sent it back with a covering letter explaining I was cancelling my order within the 14 day cooling off period and I was also cancelling my phone line.


Since then the problems started, I received a bill for the cancellation of the broadband package for £181 which was never started as I still had 18mths to run!! I have phoned customer service and emailed. The first person I spoke to just transferred me to someone else and he couldn't answer me either when I explained my problem.


I have today received a threatening letter saying they will send debt collectors so once again I phoned and got someone who was abrupt and when I said I wanted to make a complain transferred me to the retention team...why??? The customer service guy told me because 'I hadn't phoned to cancel my order' I had to pay!!!


I have looked on the talktalk website and it does say 'if you want to cancel and order, please phone'. It doesn't say anything else but I emailed and wrote an old fashioned letter cancelling.


Please can someone advise me if I have to pay or not. I am really stuck as I cannot pay this money

goatfood

Even if you try to call to cancel they will only cut you off.

I have been cut off 4 times this week, once by a manager. They are an absolute nightmare to deal with. We have moved home to a new area, contract was due to expire in Feb, as we have moved out of the area we have to restart a new 12 month contract. If we do not agree to that they want to charge us £103 to cancel the contract we have.

They have failed to action the move home request we rang about 3 weeks ago, so we are now without service until the end of Sept. They are even charging us for the time we have not got service!! When I complain they cut me off. I have got to the point now I am just cancelling the direct debit and they can chase me for the cancellation fee, which I will do everything not to pay.:mad::mad::mad:

whitesugar12345

I did cancel the DD as soon as I got the bill but now they are chasing me for payment. Anyway they can chase for payment, they won't get it!

JJ_Egan

whitesugar12345 wrote: »

I did cancel the DD as soon as I got the bill but now they are chasing me for payment. Anyway they can chase for payment, they won't get it!

That may mean your credit record is trashed and you are still in debt .

whitesugar12345

I will be lodging a complaint with the CEO. How can they charge me for a service that was never provided?

macman

Because they will allege that you never cancelled, and unless you can prove that your cancellation letter was received, (did you send it RD?) you have no evidence to back up your claim.
That is why it is necessary to cancel by phone-then by all means reconfirm in writing.

shays_mum

Never even became a customer as 3m in they are continuously cancelling my "new" order!!!. I had accumulated so many credits on my account that they were virtually paying me to use their service - that's if they could ever connect me in the first place!!.
I have just signed on with the ee offer via topcashback, hoping that's better, what a disaster talk-talk shame on you!!!!