Switch Order

Redwaziri

Hello,
Has anyone had problems with cancelling a switch order? I tried switching from TalkTalk to Vodafone and it fell through, Vodafone cancelled the order and have told me several times that they cancelled the switch order they raised with TalkTalk. I also got an email from Vodafone confirming the cancellation of my order.

However, TalkTalk claim that the switch order has not been cancelled so when I plan to move house, they will not be cancelling their services and will continue to bill me until Vodafone cancels the switch order or takes over the line.

Please does anyone have any ideas on what I should do.

Thanks

twx

I'm having problems between Talktalk and Vodafone too. My switch has gone through but Talktalk are continuing to bill me and have refused to cancel the service, despite the contract ending on the 14 March and Talktalk confirming the cancellation with me via email. Completely against my consumer rights!

I have spent 9 hours between yesterday and today trying to sort it out and have just finished an email threatening legal action.

This is the 3rd time Talktalk have continued charging me for cancelled services. First when I cancelled my call package, then when I switched to Shell Broadband. Talktalk then bought Shell and they are doing exactly the same thing again!

They never returned the money from the first case. In the second case it was eventually resolved after 4 days of my time and months of stress.

Something Talktalk customers should be aware of is they charge you a month in advance. So if you switch at the end of your contract you have most likely been charged an extra month. They don't tell you that you are owed money and don't refund the money unless you chase them for it. And they make it very difficult to get the money back. Seems like they are trying to wear the customer down into giving up!

Talktalk's business practices appear to be designed to extort money from the customer. I am now reporting them to OFCOM, although I doubt it will do much good.

twx

Further to my previous reply, I have just spoken to OFCOM who were really helpful. They knew what the likely cause of the problem was, who is responsible and what I should do. I recommend you call them. Their number is 0300 123 3333.

OFCOM registered my complaint and told me to email a complaint to Talktalk at heretohelp@talktalk.com telling them that I had raised a complaint with OFCOM, that Talktalk must resolve the issue promptly or I would raise a case with CISAS and claim compensation.

You have to wait 8 weeks before contacting CISAS (which I know doesn't immediately solve the problem) but you can claim money owed, and damages for your time spent and stress caused. CISAS are authorised to compensate up to £10,000 and charge the provider if you register a case so apparently Talktalk will do everything possible to avoid this.