Talktalk billing issues

Craig8701

i am an ex customer of Talktalk, had nothing but issues throughout my contract period and their customer service I always found to be awful. Finally they confirmed verbally I was no longer in my contract period and I told them I am serving notice. I then took up with Virgin Media and I am much happier. However, Talktalk did not log that I initiated notice and carried on billing and passed it to a debt collector. I queried this and explained the issue, but Talktalk have stated they resolved my complaint and the debt stands. The complaint was not resolved and they closed it because I did not get back in touch with them (I could never get past the excessive queue times).
Do I stand my ground and refuse to pay? What action should I take? Or should I pay what is now £180, to the debt collection company, for a service I should never have been billed for!

JJ_Egan

I did not get back in touch with them (I could never get past the excessive queue times).

The_Fat_Controller

Do you have proof that you gave notice ?
A copy of live chat, email acknowledgment ?
If they continued billing you, you would have received an email every month for that bill, did you just ignore these for months ?

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.

ColinD1

Still battling on this. My main concern is that 3 months after moving to Vodafone TalkTalk are still miss routing calls from their landline users so they never reach me. I managed to get it recognised there was a problem around 2 months ago when I supplied them with a copy of my Vodafone bill. They did close down one complaint. They supposedly sorted the billing aspects out and I think the email bills have stopped. However, they have sent out a red physical bill. When you finally get through to the CEO complaint handlers they are very pleasant, but still seem unable to resolve the problem. I suspect their customer handling software is a massive hydra possibly cobbled together by the same people who did the accounts software for the sub -post offices. I have lost count of the hours I have wasted on this. Perhaps if Martin Lewis went through this he would not be so eager to tell people to change it is so easy.

ColinD1

I believe I am the victim of a "split transfer". Even though it is very highly likely to have been caused by a problem in the TalkTalk management system, I have registered the number porting as a problem with Ofcom (they give you a reference which is supposed to help the new provider). Ofcom are supposed to perform some sort of investigation, but do not get involved with any ramifications. I am now trying to sort the routing through with Vodafone and will take the billing issue up with the CISAS.

ColinD1

Be warned, even if they finally agree to cancel the bill you never owed they will pursue you for late payment fees because they didn't credit the account soon enough!
Sorted I think, but they do not appear to be in control of their systems. If their system says it is true it must be true regardless of the evidence you have provided. I am not sure if they only employ unreasonable people or the systems they work with cause it. I think it would drive me mad.