Leaving TalkTalk

grumpos

Another update. A week ago I wrote to TalkTalk in a final attempt to move things forward. After several days they replied and told me that Plusnet had failed to inform them that I was leaving, therefore I am still a TalkTalk customer and will remain so until an engineer can port my line over to Plusnet at some point in January. Meanwhile I still have to pay them for the services that I am receiving.

Even if Plusnet had failed to notify TalkTalk of my switch, I contacted them by phone, and in writing at the start of November, so they must have known weeks ago. Also, the porting took place in October. Plusnet, according to the Openreach engineers who came to my house during the porting process. My internet line comes from Plusnet and if I make a telephone call, it is recorded on a bill that I receive from Plusnet. I am receiving absolutely no services from TalkTalk.
I have had it with TalkTalk, they seem to be making things up as they go along and dragging things out so that they can continue to bill me for services that I am not receiving. Its time now to get Ofcom involved.

martinthebandit

The talktalk rep seems to be very quite.

grumpos

It rumbles on. Yesterday I asked TalkTalk for a deadlkock letter as it seems that this process has ground to a halt. They have refused to give me one, claiming that they have not finished their investigation. Just how long do they need to investigate?

Castle

grumpos wrote: »

It rumbles on. Yesterday I asked TalkTalk for a deadlkock letter as it seems that this process has ground to a halt. They have refused to give me one, claiming that they have not finished their investigation. Just how long do they need to investigate?

After eight weeks you can take this to CISAS; whether or not they have finished their "investigation".

ad1927

grumpos wrote: »

Last month, on 15th October, I moved from TalkTalk to Plusnet. Since then I have received a normal bill from my former ISP when, according to the literature posted at their site I should have got a final bill.When I phoned the TalkTalk helpline they claimed that I am still their customer and that my TalkTalk line is still active. It is not. My ISP is now connected to a Plusnet address. How can I get TalkTalk to close my account and refund money that they owe me? At the moment they simply refuse to accept that I am no longer their customer.

I have left TalkTalk twice and had the exact same issue.

First time was broadband/Phone - I left, but they charged me an extra month. They claimed I was in arrears, I wasn't, but couldn't find my records to confirm or deny. Said that was the last payment. it wasn't. Two more payments came out. Each time I phoned to complain, nothing happened. In the end, I told them I was cencelling the direct debit, and they threatened that I would be in "breach" of a contract that no longer existed! Told me they would repay me - via a CHEQUE (1980 style) - which never arrived. I gave up.

Second time, daughter's mobile contract was coming to an end. I called them to say I would not be renewing. Next month - guess what - yes, they took the monthly charge. When I called them, I was told I had to give 30 days notice. I explained I already had, but they had no record. So, the next month I had to pay. Was expecting that to be the end of things. BUT - month later I was charged again. Again they said I needed to give 30 days notice. Told them my direct debit was now cancelled. Eventually they agreed to send me the last payment as a refund. Again via CHEQUE (1981 style). Guess what, it never arrived.

Talk Talk is a company I wouldn't use unless they were paying me to use their service. Customer service non-existant. Long queues when reporting issues (which, to be fair, were rare).

martinthebandit

Well if the speed the talktalk rep on here responds is anything to go by......

ColinD1

I moved on 20 February to a new provider and am having similar problems. I will post a new thread. Ofcom do not deal with individual problems, you have to raise an issue with TalkTalk which they don't respond to, drop and don't tell. Carry on billing and send threatening emails (two so far today) if you have the audacity to cancel your direct debit. However, If enough people register their problems with ofcom (unable to post link but found under broadband and billing)

Ofcom may well investigate. TalkTalk were fined and told to do better in the future follow this for this detail

/competition-bulletins/all-closed-cases/cw_01051 may help you find it.