Unscrupulous Tactics

Renaissance_Man

I renewed my broadband and line rental deal in May - before my current deal had expired - and paid for the next 18 months up front. My provider took the money the same month. However, they then charged me for June and July before finally starting the new deal in August. At no point had I been informed that the deal wouldn't take effect until much later.

They had credited my account when I paid, so when they debited it in June and July I didn't question it or look too closely because I thought that was how they were doing it - debiting my account each of the 18 months until my balance reached zero. It was only when my account was about to be debited for the full 18 months in August, leaving me with a negative balance to be settled, that I realised what they had done.

I chatted to a customer service agent online who offered to credit me with less than 15% of the 'outstanding' balance, which I refused. After calling them up they eventually agreed to waive the upcoming charge. It was due in a few days so I'll be keeping a close eye on my account to make sure they don't still try to sneak it through!

Next time I'll make sure they clarify when any new deals are to begin.

[Deleted User]

Who is your provider?

Renaissance_Man

TalkTalk. I can confirm that they didn't charge me in the end, though I should have requested confirmation of this via email, just in case.