Was I misled or was it my mistake - cancelling with TalkTalk

btrewe

We moved address recently, after our TalkTalk contract had already expired. I spoke to someone on the live chat, who recommended I speak to the loyalty team on the phone, but said as I am out of contract, I didn't have to, and I could cancel my direct debit. We've been out of contract since January, and stopped using our TalkTalk services in February - we are with someone else since we moved to our new address at the end of February.

 

However, TalkTalk kept sending bills, so I rang them - and they said our services weren't cancelled, and they would keep charging us until some time in April. I have the transcript from the advisor who said I didn't need to call them to cancel, the chat is also saved on TalkTalk. Below is the key part of the transcript - am I wrong that from the below, I had little reason to think that I didn't have to call them?

 

17:30
Mark: I see, since you've wanted to cancel the service, I will provide you the contact number of our Loyalty
Team. Here is the direct phone number of our Loyalty team 03451720074. And they are the one who can
fully cancel your talktalk services.
17:30
Me : I don't want to call anyone. Can I just cancel my direct debit?
17:30, Feb 24
Mark: Future Fibre (FTTP) Loyalty Team: 0345 1720074 Opening Hours: Mon-Fri 9am-7pm
17:31
Mark: We do understand that Robert.
17:31
Mark: Yes, you can cancel your direct debit, since your account was end of contract.
17:32
Me: okay thanks, so I'll just cancel it on my app, and I don't need to notify Talktalk?
17:33
Mark: Yes, (MY NAME). And we highly advised you to reach our Loyalty team for further updates.
17:34
Mark: Is there anything else for now?
17:34
Me: nope thats all thanks

 

He did say the people on the phone were the only ones that can fully cancel - but after I said I didn't want to phone, he said just cancelling direct debit and not notifying TalkTalk would be okay? So was this my fault?

oldernonethewiser

Reading that I would have got in touch with the Loyalty Team as advised.

Just cancelling a DD doesn't cancel a contract.

I think you were poorly advised and should mention this when you do speak to the Loyalty Team.

Neil_Jones

Cancelling your direct debit does not cancel your service.

You should have phoned them up and said you're moving out of 221B Baker Street as of <whenever> and into 17 Cherry Tree Lane from <whenever>.  You could have seen if TalkTalk would have transferred the broadband to the new address, otherwise its a case of here's my 30 day notice, please cancel.

Bronvahl

oldernonethewiser said:

Reading that I would have got in touch with the Loyalty Team as advised.

Just cancelling a DD doesn't cancel a contract.

I think you were poorly advised and should mention this when you do speak to the Loyalty Team.

Normally I would agree with you but in the chat he tells them he wants to cancel and they explicitly tell him he can cancel his direct debit.  That would stand up in any Court.

I had a similar thing years ago with TT, they tried to keep charging me even though I had cancelled by calling them two months before the end and a month before the end.

I moved abroad on a contract and when I got back they found me when I signed up with another provider, it got legal with debt collectors who were quickly dispatched when I told them I disputed the debt.  TalkTalk got in touch again and I told them I had a recording of the call and emails so was happy to go to Court.

They dropped it in the end but they were a horrible company to deal with, I would never use them again.

35har1old

btrewe said:

We moved address recently, after our TalkTalk contract had already expired. I spoke to someone on the live chat, who recommended I speak to the loyalty team on the phone, but said as I am out of contract, I didn't have to, and I could cancel my direct debit. We've been out of contract since January, and stopped using our TalkTalk services in February - we are with someone else since we moved to our new address at the end of February.

 

However, TalkTalk kept sending bills, so I rang them - and they said our services weren't cancelled, and they would keep charging us until some time in April. I have the transcript from the advisor who said I didn't need to call them to cancel, the chat is also saved on TalkTalk. Below is the key part of the transcript - am I wrong that from the below, I had little reason to think that I didn't have to call them?

 

17:30
Mark: I see, since you've wanted to cancel the service, I will provide you the contact number of our Loyalty
Team. Here is the direct phone number of our Loyalty team 03451720074. And they are the one who can
fully cancel your talktalk services.
17:30
Me : I don't want to call anyone. Can I just cancel my direct debit?
17:30, Feb 24
Mark: Future Fibre (FTTP) Loyalty Team: 0345 1720074 Opening Hours: Mon-Fri 9am-7pm
17:31
Mark: We do understand that Robert.
17:31
Mark: Yes, you can cancel your direct debit, since your account was end of contract.
17:32
Me: okay thanks, so I'll just cancel it on my app, and I don't need to notify Talktalk?
17:33
Mark: Yes, (MY NAME). And we highly advised you to reach our Loyalty team for further updates.
17:34
Mark: Is there anything else for now?
17:34
Me: nope thats all thanks

 

He did say the people on the phone were the only ones that can fully cancel - but after I said I didn't want to phone, he said just cancelling direct debit and not notifying TalkTalk would be okay? So was this my fault?

www.directdebit.co.uk
Which recommend cancelling DD by letter to bank and copy to organization.

Ayr_Rage

Yes, it was partly your fault, stopping payment does not automatically cancel any contract.

The online chat is a bit ambiguous but the Terms and Conditions are not, you should have read those too.