Have you left TalkTalk and they are still taking their direct debit?

ColinD1

 I couldn't find an easy how to leave TalkTalk guide in their help, perhaps they cannot conceive of anyone wanting to?

So from the OFCOM site.

One-stop switch

If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)

Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you.

After the switch you should be able to recover (this is not automatic) some of your advance payment from TalkTalk (I haven't got that far yet...) The Eagles Hotel California lyrics come to mind "You can check out, but you can never leave".

My problem with TalkTalk is they are claiming they are still providing service after I have moved to Vodafone (proved by faster service as moved to Fibre to the cabinet and I am receiving call charges on my new bills). However, nothing I can do convinces TalkTalk that they are not providing me with a service and they are still trying to extract money from me (I had taken the precaution of stopping my direct debit). They have previous for this (look up cw_01051 on the Ofcom website, (the freephone number has been reassigned)). If you are having similar problems I suggest you copy this including quotes "Ofcom works to ensure everyone gets the very best from their communications." into the search facility on the Ofcom web site. Follow the first link. This tells you how to complain. If you are finding this difficult/impossible then...

Tell Ofcom

If you have had billing problems, please let us know by filling out our short monitoring form.

Although Ofcom does not investigate individual complaints, your help in highlighting problems plays a vital part in our work and we may investigate a company if monitoring data reveals a particular problem.

At least you will have done something other than hit your head against a brick wall and maybe Ofcom will reopen the case.

If you have successfully completed this process please feel free to post as I am not sure I would be happier to know that I has in a minority of 1.

I was well out of contract as I was a very early Virgin customer back in dial up modem days who had their service transferred nearly 5 years ago.

ColinD1

OK it looks like I am special (maybe unique). Curious symptom of some people never being able to contact me. They receive ring tone, but my phone never rings. Started thread on the phones and TV thread and someone has said the two things are probably related. Those who TalkTalk provides service to (this includes the Post office and THREE) receive ring tone when they call and my phone never rings. Some people have thought we were ill as a result. After a couple of extended conversations with Vodafone they have escalated the problem to Openreach. I am awaiting call back to tell me it is sorted......

ColinD1

Bank Holiday Monday

Just had a call from the TalkTalk Chief Executive office in reply to email of 25 March. The explanation was that it was due  to an earlier abortive attempt to move to Post Office Telecom masking the Vodafone move.

They have promised to sort everything so my phone should be fully working and the billing corrected by the 17th.

I will update again when everything is working and I have received the money I am owed.

m1ckyd

Hi Colin, like you i found it not straight forward to end the service provided by Talktalk.  i informed them that i wished to terminate their service with immediate effect on 13/3/2020 and they said my service would not end until 12/4/2020. I followed their advice not to terminate the direct debit agreement as they said this would incur administrative costs. Then my account was debited £30 on 16/3/2020, then again £30 today, and i also i received notification that i will be billed £4.93 on the 27th April. I presume i will be rid of them after the 27th?

ColinD1

I was transferring to another provider so i should have been easy as I had no exit charges and they should actually show a final bill with a refund I should be able to reclaim. As they were attempting to take money I didn't owe I did stop the direct debit. In your case there would be a contract with exit conditions and as they have calculated your payment I presume it is correct. They do not to be capable of describing their billing very clearly.

On my own case, they have not done what they promised and I will have to pursue them yet again.

macman

You have to give 30 days notice. All biiling is done in advance, so the final bill will be pro-rata'd for the days used in the final billing cycle, hence £4.93. Once the final payment has been take, cancel your DD. Only you can do that, not the supplier.

gerard1945

i have had similar problems with transfering to another supplier, all my bills were paid by direct debit and ended the contract by the new supplier in March 2020, i have since been e-mailed and recieved letters  for different amounts  of money from Talktalk the latest dated the 6/05/20 for an even larger amount, i find i am unable to contact Talktalk via the  e-mails as they are not being monitored, nor by the telephone due to the pandemic lock down which Talktalk has in place. I have understood that the billing for this account has been in advance and that i do not owe any further monies,

Robert Hughes

ColinD1

Still waiting for this to be resolved. The most important aspect is that TalkTalk are still disrupting calls from their customers so they never reach me. They seem to be having great difficulty in fixing this. As I was moving to another provider I did not have to give notice. The refund for the advance payment has to be reclaimed from their website after they have sorted it out. I have lost access to my account (not sure if this an accident or deliberate (I had hoped it was deliberate to some how force the release of my number)). I have had the red letter for the unpaid bill which might be the cause of the above. If they stopped their negative service, I could get on with my life. Given a number to call, but surprise on answer phone and they didn't call back or reply to the emails I sent.
Anyone else had a similar problem? Is this a one off with calls being miss routed? You may not realise it is happening.
I suspect problems with billing are common.

ColinD1

Just a quick update: Problem still ongoing. Much frustration. Closure of complaints without agreement. Back with a different complaint handler at TalkTalk CEO office. Explained the problem yet again, having to go back to the start.

My prime concern is with TalkTalk miss directing calls, the financial aspects and compensation for endless aggravation can wait.

TalkTalk community some help, but you need to stand up to those who will not admit anything could go wrong could be a TalkTalk problem.

I now have a message short and succinct. I left on this date. This is why it might have gone wrong. This is what you need to do to resolve the problem.

I am at the end of my tether and if it is not resolved quickly this time, I need an alternative approach rather than losing sleep and hair.

Anyone used Resolver, Communications Ombudsman or CISAS to help resolve a technical problem rather than a financial one?

Just finished a very unsatisfactory call with TalkTalk where they refused to admit that they have any responsibility......i have asked them to keep the complaint open and requested a summary of the conversation we had. they have requested I contact Vodafone to try and fix it from that end. Watch this space. Tried to get me to accept the cancelling of the bill I don't owe on condition I closed the account.

ColinD1

Sorry not close account that happened 20 February as far as any reasonable person would accept. They tried to strong arm me into closing the complaint by them forgiving my non existent debt.

One-stop switch

If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)

Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you.

In brief I am a customer who has performed a simple action. They try to wriggle and blame everyone  other than themselves.

I think the problem arose because their management system could not cope with a failed transfer (to their sibling brand Post Office) being superseded by the successful Vodafone transfer. This failed transfer was mentioned at various times in my numerous conversations with them.

Hopefully, Vodafone will be able to sort it through with BT so the calls from from friends on TalkTalk get through.

Once this is sorted, I am happy to sort out the financial side in slow time, I strongly object to large companies trying to squash the powerless customer but unsure  of how to complain effectively. From my first post: They have previous for this (look up cw_01051 on the Ofcom website, (the freephone number has been reassigned)). I hope I am the only person they are trying this on with, but they seem to write the rules and try to give ridiculously short time scales having taken over 3 months and numerous self closed complaints and no resolution that satisfies me.

gerard1945

Good Luck, i hope you are successful

Gerars1945