Talk talk

Smeyeler

My daughter is being taken to small claims court. She was first of all at the end of her contract and also moving home. She tried ringing talk talk to cancel not renew the contract, but for some reason she couldn't get through. So she wrote to them, making sure she was covered. She left the premises and paid her final (so we thought) payment. Then cancelled the d/d. Surprisingly, she received another email invoicing her (they'd put the price up too) for the following month. She sent them another letter, with a copy of the first letter and sent it recorded delivery. She then managed to contact them via chat and got a complaint reference. Still no joy, she contacted them via chat again and given the same reference number. So the next time she demanded she speak to a manager.. which took a while for them to agree, but eventually told my daughter they would have a manager ring her at a certain time. My daughter waited half an hour, no phone call 😏 then received an email saying that they had rung and missed her! Arrrgh! Basically, they continued to invoice her and approximately 6 months later she received an email from a debt recovery, so I rang them and explained the situation. They briefly spoke to talk talk and said they would contact my daughter within the week. Didn't hear anything from them, but they still continued to send her invoices.. they are now taking her to small claims, I put in a defence, they then offered mediation, but it's total rubbish, as you have to be willing to compromise 🤦 
Should I just let it go to small claims? Basically, we're at our wits end 🤷 thanks

Neil_Jones

First mistake was cancelling the direct debit.  Never do this.

It sounds like the contract (broadband?  phone?) was never cancelled, so in those circumstances they don't "end" as in the broadband gets cut off, what happens is you roll over onto standard pricing, so unless it is cancelled usually by phone, it will carry on.  If you cancel the direct debit and then up sticks and leave, it doesn't stop the service.

Need to find out if the service has indeed been cancelled at the old address.  If it was never cancelled it will just carry on.