Talk Talk Issue

matsaddress

I signed up with Talk Talk on the 15th December last year; I was moving house and as my wife needed to work from home I needed a quick installation. Talk Talk were the only people who could do this since the previous occupiers were on Talk Talk.

On the 24th December I phoned Talk Talk to cancel all services, after discussion with previous Talk Talk customers who advised against due to terrible customer service and billing issues. I spoke with a customer services representative who agreed that we were within the cooling off period. He informed us that he would send packaging for the hardware to us along with a hardware returns address and I would need to return it within 28 days of receiving the packaging. I cancelled the Direct Debit with my bank.

I have never received the packaging or return address for the hardware, and have been contacted by DRS to say that I owe Talk Talk just under 600 pounds. I have twice written to Talk Talk to dispute this and to request a return address with no response.

I queried the charge with DRS when they contacted me (by phone) and they said they escalated it with Talk Talk and that Talk Talk claim my cooling off period ended on the 23rd December?

I am frustrated that Talk Talk appear unwilling to respond to my direct letters and I seem to have to communicate through the DCA? Is that normal? Do I have any option not to pay this money? It seems like a gross abuse; I've never connected to their service and they never accrued any costs from installation.