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talktalk
Annetteharrisah11
Posts: 4 Newbie
in Phones & TV
hi
I need some advise regarding a dispute I have had with talktalk to if I should persue a claim.
In December 2016 I asked them to cancel a contract I had signed up to in October 2016 as I felt I had been miss-sold due to them not discussing the speed I would achieve. The response was to allow them 28days to fix the problem. I have had to chase continuously for an outcome and even involved the ombudsman based on a letter from talktalk that as they had not resolved the issue in 12wks. The ombudsman did not agree that my cancellation request should be accepted and there proposal in April was for me to be allowed to cancel without being charged a cancellation fee, 75.00 compensation. An apology and case management by the CEO team until the case was resolved.
I didn't agree with the decision but was only given two days after appealing so I missed the deadline and therefore tried to resolve the case with Talktalk direct. They refused to talk to me and it has dragged on until now. I have only recently had a response from the CEO office as I have been sending email after email and copied in Tristia Harrison which I believe is why I then get a response. However, the response was pretty much tough! they hadn't cancelled my contract until I reluctantly signed with another provider despite the fact I was not going to have a landline as there didn't seem any other way to stop them charging me. They are saying I owe them up to 12.7.2017 when the new provider took over the line and the suggestion to cancel with no charge is null and void as I have disconnected the service.
They advised because I had continued to use the service I had to pay. Bearing in mind I was told I had to allow them time to resolve the issue before I could cancel and it now appears they only allow cancellation if you sign to a new provider I’m not sure what I was supposed to do?
I did cancel my direct debit from December out of pure frustration and also thinking they would resolve and compensate based on the fact on more than one occasion they have told me I would be entitled to compensation. As this had continued and I have finally had a response despite it not being what I wanted I have paid Dec/Jan/Feb as I feel this is all I should pay to try and put an end to this. I need to know if I have a case to cancel the rest of the bill or if I pay it can I still make a claim after as my worry is my credit rating will be affected despite also asking talktalk to ensure it didn't assuming there was going to be a resolution much earlier than now.
I have plenty of documentation should you need it to help confirm where I stand.
any help appreciated
I need some advise regarding a dispute I have had with talktalk to if I should persue a claim.
In December 2016 I asked them to cancel a contract I had signed up to in October 2016 as I felt I had been miss-sold due to them not discussing the speed I would achieve. The response was to allow them 28days to fix the problem. I have had to chase continuously for an outcome and even involved the ombudsman based on a letter from talktalk that as they had not resolved the issue in 12wks. The ombudsman did not agree that my cancellation request should be accepted and there proposal in April was for me to be allowed to cancel without being charged a cancellation fee, 75.00 compensation. An apology and case management by the CEO team until the case was resolved.
I didn't agree with the decision but was only given two days after appealing so I missed the deadline and therefore tried to resolve the case with Talktalk direct. They refused to talk to me and it has dragged on until now. I have only recently had a response from the CEO office as I have been sending email after email and copied in Tristia Harrison which I believe is why I then get a response. However, the response was pretty much tough! they hadn't cancelled my contract until I reluctantly signed with another provider despite the fact I was not going to have a landline as there didn't seem any other way to stop them charging me. They are saying I owe them up to 12.7.2017 when the new provider took over the line and the suggestion to cancel with no charge is null and void as I have disconnected the service.
They advised because I had continued to use the service I had to pay. Bearing in mind I was told I had to allow them time to resolve the issue before I could cancel and it now appears they only allow cancellation if you sign to a new provider I’m not sure what I was supposed to do?
I did cancel my direct debit from December out of pure frustration and also thinking they would resolve and compensate based on the fact on more than one occasion they have told me I would be entitled to compensation. As this had continued and I have finally had a response despite it not being what I wanted I have paid Dec/Jan/Feb as I feel this is all I should pay to try and put an end to this. I need to know if I have a case to cancel the rest of the bill or if I pay it can I still make a claim after as my worry is my credit rating will be affected despite also asking talktalk to ensure it didn't assuming there was going to be a resolution much earlier than now.
I have plenty of documentation should you need it to help confirm where I stand.
any help appreciated
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Comments
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Any feedback would be greatly appreciated please ..........0
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Annetteharrisah11 wrote: »The ombudsman did not agree that my cancellation request should be accepted and there proposal in April was for me to be allowed to cancel without being charged a cancellation fee, 75.00 compensation. An apology and case management by the CEO team until the case was resolved.
I don't understand what you mean here, are you saying the Ombudsman came down on their side?
Cancelling a DD just because you're in dispute is the dumbest thing you can do. If it turns out that it's you in the wrong (or even if you're in the right sometimes) then you just end up screwing up your credit history.0 -
Colin_Maybe wrote: »I don't understand what you mean here, are you saying the Ombudsman came down on their side?
Cancelling a DD just because you're in dispute is the dumbest thing you can do. If it turns out that it's you in the wrong (or even if you're in the right sometimes) then you just end up screwing up your credit history.
Yes the ombudsman came down on talktalk side. I've since paid Dec-Feb which is more than what I feel I owe if I gave notice in December. And yes I understand it could have affected my credit but so far so good as it appears in query on my credit report. Any other advice to if I should take this further?
Thanks0 -
Take this further as in legal opinion from a professional ?? As your claim has been rejected by the ombudsman then that would be the way to go . But that would be in my opinion throwing good money after bad money .
If you give notice in contract then you are liable to pay the remaining months .A mutual cancellation has not been offered by TT has it .0 -
Take this further as in legal opinion from a professional ?? As your claim has been rejected by the ombudsman then that would be the way to go . But that would be in my opinion throwing good money after bad money .
If you give notice in contract then you are liable to pay the remaining months .A mutual cancellation has not been offered by TT has it .
I gave notice in December I wanted to cancel and to be honest it was because I had been miss-sold which TT agreed. They have not acknowledged my numerous requests to acknowledge the cancellation and now have charged me 120.00 to come out of the contract early but still expected me to pay up to July. Surely this is not right?0 -
They r rubbish as I'm now going through similar thing..... Had 2 managers today admit that I got miss-sold faster fibre back in October 2018 now in march 2019 and after the last few weeks of internet cutting out and speeds of only maximum 17.4 (give or take 0 .1 or 0 .2) where back when I got sold the product I told them I mainly use wireless like most people n they said I would still get around the minimum gauranteed 24.7 mbs have sent them several screen shots of speed tests that we have completed and after an hour on the phone today I I told them that I will not be staying with them and that I will not be paying an exit fee because of being miss-sold a product all because I was going to leave them last year but they persuaded me to stay with this what I thought a good deal at the time!! They were actually fab on the phone even tried to get me a free speed boost but can't have it at mine, after that all they would offer is £5 off my bill for the remainder 18 months which is not acceptable because told them that the internet keeps cutting out which I know other customers even complain of!!! They have said they will investigate then get back to me!! I have told them that because of trying to sort this for over a couple of weeks I will not be staying with them!!! So now gonna shop around for a better TV,broadband and phone deal that can get me better speeds for the package I was on!! Sorry for the long reply but totally understand your frustration with them!!! In a way was not shocked to find someone else with the same problems!! And the same opinions of their customer service!! Shall see what rubbish they come out with by Friday as that's their deadline to get back to me on as to whether they can wave the fee or not!!!0
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