TalkTalk overcharged and then ghosted me

glosspossum

I've been using TalkTalk's broadband for over a year now, and last month they put an extra £20 on my bill for landline calls. This struck me as odd as I do not and have never owned a landline handset! So, I've been DMing them on Twitter; they started running diagnostic tests for crossed lines etc and then told me they'd send an engineer out. Whilst trying to organise this, the pandemic truly hit and replies then began to take days at a time. Each time there was one of these delays, they'd ask me to fill out a security form. By the time they reply to my next message, the form has expired and they have to ask me to fill out another one. But then, they take days to reply again. And so the cycle continues!

I've tried their online chat system, but it didn't like my details, despite them being the exact same details that I'd been giving over twitter with no issues. Their phone lines are now only available for customers who have accessibility requirements. I'm at a loss of what to do - my last reply from them was now 7 days ago. The conversation started on the 5th of March!!!! To add insult to injury, this month we've been billed another £80(!!!!) for calls we didn't make. I have also repeatedly asked them for a phone number I can call during our discussions over Twitter, but each time they ignore my request.

What can I do in this situation? Who can I contact to get this sorted? Am I entitled to cancel my contract with them given these circumstances? I totally appreciate that they may well be understaffed, but extra charges amounting to £100 over the past two months are not exactly ideal for me right now as our income has been hit by coronavirus too.

DoaM

https://community.talktalk.co.uk/t5/Billing-Your-account-MyTalkTalk/bd-p/45

Use their forum ... an OCE will likely be quicker. Make sure your forum profile includes your phone number. (This isn't exposed to anyone except TalkTalk staff, and they need this info as part of their validation of who you are).