MSE News: TalkTalk customers to be hit with price hikes from October, but you can bea

RenTheRoosta

Crabman wrote: »

I have sent you an email address via private message which you can use to contact the TalkTalk CEO team. I found them very helpful and hope they'll be able to assist you too.

Can I have the email as well please? As you will see from my last post they are trying to backtrack and charge the cancellation fee after saying I was exempt from it.

RenTheRoosta

**UPDATE**

Called Talk Talk again today (0800 0499999 say you want to leave otherwise you will get through to India). This is the second time I've called them and chosen this option: tried yesterday and the woman I got through to put me on hold for 20 minutes(!) so I hung up. Interestingly both the woman I spoke to yesterday and the man I spoke to today sounded South African- maybe Talk Talk are outsourcing all their call centres to outside the UK now?

The man confirmed that he could see from his system that a note had been made on 3rd September confirming the cancellation fee would be waived. He also confirmed a further note had been made on 7th September when I had to call back after being sent a bill for the cancellation fee: this note also says the fee has been waived. He himself confirmed there is no cancellation fee payable and explained that the cancellation fee shows on the final bill and cannot be taken off it until the customer calls Talk Talk on receipt of the same to have it removed. He apologised for 'incompetence of other staff' in that none of them had told me this: so it appeared to me every time that I was trapped in a cycle of being told the fee had been waived then receiving a bill for the fee. He assured me the cancellation fee would be waived with a manager by the end of the working day and that it would be very unlikely that I would receive another bill for the same but if that happened to call them again.

I think Talk Talk are in the middle of a meltdown coping with the hacking incident: until today nobody I spoke to had full access to the notes on the system as a result. Talk Talk My Account is still down.

I have kept a log of dates, times, names and notes made on the system as well as keeping track of all the public tweets Talk Talk made confirming I would not be charged the cancellation fee - just in case...