Direct Debit - can I put some of the charge in dispute before the DD claim date?

Frugal_Fox

So, firstly apologies if this isn't the right forum location - it seemed right enough.

We have an account with Talk Talk, and we had some issues with our broadband. We contacted them and they discovered a fault on the line. They arranged an engineer, and advised us we would be liable to pay if no fault was found. The engineer attended and found a fault, external to our property, which he resolved. He also came inside and decided to replace the master socket as an additional precaution.

TalkTalk are now charging us for 'no fault found'. We have a DD set up with them, and I don't want to cancel it - however, whilst we resolve the issue about the inaccurate charge, can we ask for that charge to be 'put in dispute' and not claimed as part of the next DD request? I'm not adverse to paying them what we owe them, just rather begrudge paying for something that is currently being disputed.

Any idea or info (besides the 'leave Talk Talk' suggestion) would be gratefully received.

FF

bigadaj

Raise it as a formal complaint, make sure you state this is formal.

They then have eight weeks to investigate it and resolve after which you can go to the regulator./ Ombudsman. Your comp,ain't will normally cost them money so you may well find that they cave in early on and waive their charges, though they may well charge and then refund you.

Frugal_Fox

So, I will need to pay the full charge up front first? We have already logged it as a formal complaint - they should be calling us back tonight as 'first part' of the complaint procedure.

Hmmm, I'd vaguely remembered (or throught I did) that you could stipulate a charge in dispute and have that held back from the amount claimed, whilst the dispute was being resolved. The ridiculousness is that they are suggesting we had no fault, when a fault was found. Nevermind. Back on the phone tonight then!

jonesMUFCforever

Can I just add that you have the direct debit indemnity scheme to fall back on if they take an incorrect amount.
Please be aware though they can only return any payment in full and cannot do a partial refund.