TalkTalk took payment three times

ripplyuk

I've been trying to renew my 'value' line rental for the year at a cost of £180. Once I put in my card details, it said the payment was refused as my address couldn't be verified. I tried again and the same thing happened. I checked the address and password carefully and had one more go. Still refused.

I rang my card provider wondering if there was a problem. They said no, and told me that TalkTalk have taken the payment 3 times. They believe it is a problem with TalkTalk's system. I explained the situation and they told me to ring back if TalkTalk don't refund it.

I rang TalkTalk. It was very difficult to communicate as they clearly couldn't understand my accent and didn't have fluent English. First they said that no payments have been taken. Then they said that it won't show until 48 hours have passed. Then they said that there is some errors with their computer system and they aren't sure what's been taken. I was told I was being put through to a manager, was put on hold, then got hung up on. I rang back but got much the same answers.

Problem is, if they take 3 payments of £180, I'm sure I'll be above my credit limit. I've never had payments missed/late/overdrawn etc and I don't want this to mess things up. To add to the insult, they also informed me that the contract renewal price I agreed to two weeks ago was never applied to my account. Also, their prices are going up next month.

Could anyone advise me on what to do? Is there any way to get through to an English TalkTalk call centre?

macman

Prices can go up at any time, as it's not a fixed price contract. Any discounts you agreed as part of a retention deal will still be applied to the new rack rate.
Ask you card provider to do a chargeback?

ripplyuk

I've spoken to my card provider and they told me that once I get my statement, I can ask them to refer it to their disputes team. They said it will take a few weeks to sort out. I always pay the credit card bill in full, but obviously with this amount added, I couldn't afford to. So I'll have to leave it on the card and pay interest and any charges for going over my limit. It's also my partners birthday next week and I needed to use that card to buy the gifts. A bit of a mess really.

Regarding the pricing, I understand that this can change anytime, but my issue is that the actual discounts they agreed to were never applied. First they denied ever agreeing to it, but I had kept notes of the date/time/name from the phone call so then they told me it's another system error. TalkTalk seem to have a lot of them.