how to get refund from TalkTalk

frankie

I placed an order for new broadband with TalkTalk but was so annoyed with their initial service levels I decided to cancel my order within the 20 days window.

TalkTalk have acknowledged my cancelation and have said I have nothing to pay.

However, I paid upfront for the line rental and was told when cancelling this would be refunded.

One month on and I've yet to recieve the refund .

Anyone know of proceedures, addresses, numbers that I can use to chase this up please.

BTW I feel I have had a lucky escape with ditching them!!

TalkTalk

Hi Frankie,

We bill in advance for all our services. If you request disconnection of your services, but your bill date is before that disconnection has been completed, then you will still be billed for a full month in advance. Once the disconnection has gone through, the first bill generated after the disconnection will be generally known as your “final bill”.
This final bill will contain:

• A credit back for any charges paid in advance on your previous bill, back to the disconnection date.
• Any usage up until the disconnection date.
• Any penalties relating to cancelling within contract or commitment

There may be instances where we send a bill with charges on or after the final bill has been sent, this would normally be due to:

• Receiving Call usage late from the network.
• A contract breakage fee originally waived because you were Homemoving with us, but then cancelled the Homemove order.
• A "YouView Box Deferred Charge" if you have left within contract and did not send the box back within 28 days of disconnecting.

· Once this final bill has been paid, you may receive a further bill just confirming your payment was received and your account balance as zero.
· If this final bill is in credit, you may be able to claim a refund of the balance left on your account. This can be requested online.
· To view your bill, simply log into My Account


Thanks
Abbie

frankie

I did not request disconnection of service because the connection was never made as I cancelled the order.

I cannot view my bill as I am not a TalkTalk customer and do not have an account!

I was a new customer and was not previously with TalkTalk.

DavidP24

If you gave them an email when you signed up they may have created you an account

It may be worth a try at requesting a lost password on myaccount

https://myaccount.talktalk.co.uk/forgotdetails/index/identitycheck

TalkTalk are notorious for taking their own sweet time to issue refunds, to overcharge, to not cancel, so you need to ride them hard until you get your money back.

TalkTalk

Hiya frankie,

Did you give the sales team an email address? If so this would have been used to register online billing for you.

If you need any help accessing your billing please tweet @TalkTalkCare or register and post on our community for help.

Thanks
Emma

frankie

I have located my bill for the upfront linerental and it shows as a credit.

However, there is no information nor guidance as how to retrieve the money paid back to me.

TalkTalk

Hiya frankie,

If you can contact us as we've advised in earlier messages we'll be able to arrange the refund for you.

Thanks,
Emma

frankie

got through to Talktalk chat and extracted a promise that the refund would be paid withing 7 working days. (saved transcript of chat).

Had an auto email saying refunds will be payable withing 10 working days.

I will check my bank account to see what happens.

Any one want to place a bet!!

TalkTalk

Hi frankie,

I'm glad you've managed to resolve this, please let us know if there's anything else you need.

Thanks,
Becky

spud17

TalkTalk_Company_Representative wrote: »

Hi frankie,

I'm glad you've managed to resolve this, please let us know if there's anything else you need.

Thanks,
Becky

But it hasn't been resolved!
frankie still hasn't got their money back.
Already there is confusion, is it 7 days or 10 days before the money will be refunded.

TalkTalk

Hi All

Refunds are processed within 10 working days. More info on this can be found on our help page if you search refund.

Thanks

Vicky