TalkTalk refund?

helen1815

We have recently moved house and decided not to continue our service with TalkTalk when we moved, our contract was up on 9/3/19, we moved on 28/2/19.

So I spoke to them on 20/2/19 via webchat and explained we were moving and wished to cancel from the end of our contract, I went through all the details with them approx 40 minute chat for them to say they couldn't speak to the me as I wasn't the account holder (which they knew from the start, I made it very clear it was in my husbands name) then the agent got very snotty and rude and ended the chat.
After that (22/2) my husband called them and they said they would cancel but we would have to pay for the following month, I said to my husband that wasn't good enough, it was the end of the contract with them so I believed we were within our right to cancel.
So he called them again 23/2 and was told we could cancel from that day for a £3 fee, we decided to go with that as it was far cheaper than paying for another month, the agent said we had to call back the next day as the previous cancellation request needed to be cancelled so we called back the next day (24/2) to which they said if we cancelled on the 9/3 when our contract was up there would be no fee at all and we would not have to pay for the following month.
So of course, we called on 9/3 to then be told we had to pay for the month!!! They have now charged us £33.50 (our monthly bill was £23.50 before this month!)

They say they will not refund us, they won't acknowledge they gave us several different options and didn't stick to any of it. I have cancelled the direct debit so they can't charge us again but it isn't fair we have had to pay an extortionate amount for something we are not using.

Is there anything we can do? I certainly never agreed to pay £33.50 for broadband in a house we moved out of on 28/2.

JJ_Egan

You owe to end of contract not when you move.
9/3/19 ??
But are required as per your contract to give 30 days notice.9/2/19

However its difficult to follow your post .

[Deleted User]

As above however I'd add that if you've cancelled the DD mandate then even if they did owe you something you've just made it very hard for them to do.

[Deleted User]

When I complained, I used:

Head of Complaints
CEO's Office TalkTalk (CEO)
PO Box 672
Salford
M5 0NG

and it was the first time I got any sense from them.

Chino

Colin_Maybe wrote: »

if you've cancelled the DD mandate then even if they did owe you something you've just made it very hard for them to do.

For them to do what?
Direct debits are a means by which companies collect money, not disburse it.

[Deleted User]

Chino wrote: »

For them to do what?
Direct debits are a means by which companies collect money, not disburse it.

How do you think they'd get their money back?

helen1815

Sorry, I know my post is hard to follow, I'm not the best at writing it all down. Basically they gave us loads of conflicting information and now I've just had to pay for internet I'm not using because of all that, plus the internet I am using in my new house! I was happy enough paying until the end of the contract because that make sense but another month on top? It's the end of the contract, I should be allowed to cancel at the end surely.

iniltous

On the face of it, if the account is in husbands name , and the first date he called to give notice was 22 Feb, then you do have to pay for the notice period until the 22 March, even if that is the 13th month , and you had a 12 month contract, because it's not a 12 month contract , it's 12 month minimum term, at the end of the minimum term you simply move onto a rolling 30 day notice contract.....

if someone took out a 12 month minimum term term contract today 24/3/19 and knew they only wanted the 12 months , they would have to call 24/2/20 ( so after 11 months) to give notice, so the 30 day notice is also the 12 month of the minimum term, if they waited until 24/3/20 then they would in effect have to pay for the month they don't want.
TBH I've never heard of them offering for £3 to waive the 30 day notice, why would they give up £25-30 a typical monthly fee for £3,
There is a Talk Talk community forum , perhaps the TT moderators on that site may be able to offer a satisfactory way forward