Cancelling TalkTalk Direct Debit - Credit query / OFCOM

phatwa

Hi all, Briefly I have been with TalkTalk for about 2 months. Have had pretty much every problem that you can imagine (very slow speed, drop outs, awful CS and being lied to, etc) and eventually I got so fed up with them I told them by phone and letter I wanted to cancel. Sods law but when I told them I was on day 29 i.e. 1 day outside their cooling off/cancellation period. They then mentioned some sort of nonsensical complaints period of another 28 days to "fix" their problems from then on, which they haven't, and don't seem interested in helping. Frankly I have long since given up on TalkTalk.

I have written to them twice, and to the MD of TalkTalk Group, to notify them that if they do not release my line and cancel my commitments with them, I will report them to OFCOM. I have since signed up for Sky Fibre and this goes live next week - TalkTalk have confirmed that they are NOT going to block the line, but they still want the 'contracted' amount of £300 odd.

I have not yet complained to OFCOM but intend to do so; my question is, should I cancel the Direct Debit with TalkTalk to prevent them taking that money now, or should I pay it and then try to recover it later via the Money Claims Online service? I don't want to mess up my credit history. Can OFCOM help me with this side of things?

Thanks. And PS: AVOID TalkTalk! Definitely one of the worst experiences with Customer Services I've had in many years. :money:

JJ_Egan

If you cancel DD they will pass the balance to a debt collector and trash your credit record .
The threat to contact OFCOM will make no difference as you failed to give them the opportunity to fix the problems .

phatwa

JJ_Egan wrote: »

If you cancel DD they will pass the balance to a debt collector and trash your credit record .
The threat to contact OFCOM will make no difference as you failed to give them the opportunity to fix the problems .

I gave them way more than their internal 28 day period to rectify my complaint. I am not sure what else I am expected to do?

TalkTalk

Hi phatwa,

I'm really sorry to hear you've been having problems. It sounds like we've let you down and we'd like to put that right.

We don't recommend you cancel your direct debit even when in dispute. This can lead to additional charges being applied to your account. It may also affect your credit rating.

Can you please drop my team a tweet (@TalkTalk) or register and post on our community forums so my team can take a look at your account for you.

Thanks
Emma - TalkTalk Social Team

pmduk

You need to follow the correct process in their complaints process. Note that Ofcom do not deal with complaints from individuals so such threats just indicate you are unaware of your rights. Cancelling a Direct Debit whilst in contract can lead to problems lasting many years, should your account be reported as in default.

phatwa

pmduk wrote: »

You need to follow the correct process in their complaints process. Note that Ofcom do not deal with complaints from individuals so such threats just indicate you are unaware of your rights. Cancelling a Direct Debit whilst in contract can lead to problems lasting many years, should your account be reported as in default.

I've re-read my opening post several times, and to be totally honest I don't know if I am reading something completely different to you, or if I exist in some sort of weird parallel universe where words makes sense to everyone but me, but to clarify again: I have followed their complaints procedure. I tried to cancel earlier, reported the fault to them, and this kicked off some sort of "internal complaints procedure". The agent's broken English hasn't helped but I still have no idea what that means - aside from a 28 day period to "fix the fault". Anyway, this was more than 28 days ago. They have not fixed the fault, my connection still drops, it is still extremely slow, and I have been through their troubleshooting script so many times I could quote it word for word (completely with incomprehensible Indian accent). I have given up with them now.

Bear in mind I was with BT Internet before TalkTalk, it worked without fault for a year. The equipment, location, etc is identical, the fault is at the exchange. I have pointed this out to TalkTalk so many times that it's almost sitcom material.

pmduk

So if you have followed that process you will know to ask for a deadlock letter and to escalate the matter to their alternate dispute resolution provider. Make sure you get their complaint number.

phatwa

pmduk wrote: »

So if you have followed that process you will know to ask for a deadlock letter and to escalate the matter to their alternate dispute resolution provider. Make sure you get their complaint number.

Thank you. As I haven't engaged with any dispute resolution yet and posted here for advice I fully admit I don't know the processes involved and that was the reason for my asking. I will do that now.

Edit: having googled it, it all seems like a load of nonsense using an ADR and one big delaying measure, so I will just initiate a case via Money Claim Online to recover the moneys once TalkTalk have taken the money out. Thanks for your help.

TalkTalk

My team are UK based, phatwa. My name is Emma (it's even on my birth certificate) and I would like to help you get your complaint resolved as I offered in my first message. I didn't make any reference to that meaning your services should (or should not) remain with TalkTalk.

If you'd like to contact my team as I suggested in my earlier message we will be able to help.

Thanks
Emma - TalkTalk Social Team

phatwa

TalkTalk wrote: »

My team are UK based, phatwa. My name is Emma (it's even on my birth certificate) and I would like to help you get your complaint resolved as I offered in my first message. I didn't make any reference to that meaning your services should (or should not) remain with TalkTalk.

If you'd like to contact my team as I suggested in my earlier message we will be able to help.

Thanks
Emma - TalkTalk Social Team

You're the first person in the UK I have been able to get hold of.

If you can offer me a phone number with UK staff then please PM me, but if you think I am going to spend time typing out everything on your forums for you to then just delete it, when I am paying a monthly fee, then I'll politely decline. I've been asking for a UK-based person to contact me for the past 3 months. I mean no disrespect to you, but asking me to post on your forum is an open admission that your foreign-staffed call centre is atrocious, surely.

TalkTalk

We don't delete any posts on our community forums, phatwa. Can you please drop us a tweet if you'd prefer not to use the community.

Thanks
Emma - TalkTalk Social Team