TalkTalk

3.00 stars

228 Reviews

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jacquie's complaint against TalkTalk

jacquie roberts

12/10/2015

[RESOLVED] - disputing cancellation charge

Complaint against TalkTalk

informed talk talk that due to domestic abuse and under police advice i had to leave the billing address rapidly, they offered to send a change of ownership form, unknown to me they sent it to the billing address instead of my new address when i requested them to make sure they come to me as no contact could be possibly be made with my ex who still lives at the billing address. Then they sent me a bill, i informed my bank and felt forced to cancel direct debits. Now talk Talk want over £300 of me... it wasnt my fault i never recieved the forms, i have offered to pay monies owing up to the date i left but dispute a cancellation charge. They cancelled well over 5 weeks after i left anyway. It took them 36 days to respond by email to my original request. They said because i moveed address this year my contract had to start again and thats why they are requireing a cancellation charge... i never signed any new contract. Kind Regards

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TalkTalk resolved this complaint

  • Comments (16)

jacquie roberts | | VERIFIED

I pressed happy b mistake, this had not been resolved yet. Jacquie Roberts

Mark Davies | | VERIFIED

Hi Jacquie, Did you setup a new service with us at your new address. DUe to the sensitivity of this issue I woud recommend you follow the complaints process http://help2.talktalk.co.uk/my-account-bills/how-do-i-make-complaint. Alternatively if you tweet us @TalkTalkCare we can raise a complaint for you. Cheers Mark, Social Customer Care Team, TalkTalk

jacquie roberts | | VERIFIED

When I moved I understood it was just a transfer and not a new contract, I kept everything the same, even the telephone number. In circumstances like this when you have to get out of somewhere for your own protection I would have thought talk talk would have had some kind of compassion, even if it was someone that was in the same situation as me who did take out a new contract. Regards Jacquie Roberts

jacquie roberts | | VERIFIED

I did take it up with complaints. She was unhelpful and refused to give me the address to write to, told me my representative would have to find it out for themselves.. Poor customer services. Sorry

Mark Davies | | VERIFIED

HI Jacquie, The address for complaints can be found in the complaints process publicly disclosed on our website ( http://help2.talktalk.co.uk/my-account-bills/how-do-i-make-complaint). If you want to transfer the services to the new address this will come with a new contract as per the home movers process (http://help2.talktalk.co.uk/moving-home-talktalk-1) If you tweet us I would be happy to escalate the complaint for you. Cheers Mark Social Customer Care Team TalkTalk

jacquie roberts | | VERIFIED

My father whom I live with already has your services... Please could you lift the cancellation charge under my desperate circumstance. I believe the billing address has or is intending in reinstating your services anyway. Jacquie Roberts

Mark Davies | | VERIFIED

Hi Jacquie, As advised above I need you to contact us directly, either via twitter or the community, to give you any assurances. I understand the situation is a sensitive one and we will do everything we can. ONce we ahve your details we can look into it for you and give you some more concrete information on what we can do. Cheers, Mark, Social Customer Care Team, TalkTalk

jacquie roberts | | VERIFIED

Hi Mark, thank you for your reply, I'm not on twitter, i will contact through community ( how do I do it again?) Thx Jacquie

Mark Davies | | VERIFIED

HI Jacquie, The community is really easy to use, its basically just an online discussion forum. If you go to http://community.talktalk.co.uk you can register an account, either via email or using facebook login. Once your registered you just need to post your issue in the relevant section (in your case Billing). You can just copy and paste your original post from here to there. One of the Online Community Executive will then investigate. Cheers Mark Social Customer Care Team TalkTalk

jacquie roberts | | VERIFIED

Hi, I have responded on the community awaiting a reply

Mark Davies | | VERIFIED

Hi Jacquie, No problem. One of the Online Community Executives will respond shortly and take this further. Cheers Mark, Social Customer Care Team, TalkTalk

jacquie roberts | | VERIFIED

Thank-you

Mark Davies | | VERIFIED

Hi Jacquie, Not a problem at all, its what we are here for. Cheers Mark Social Customer Care Team TalkTalk

jacquie roberts | | VERIFIED

I hope this can be resolved soon, its causing too much stress ... Regards. Jacquie

Mark Davies | | VERIFIED

Hi Jaquie, the OCE's will pick it up in due course. Cheers Mark

jacquie roberts | | VERIFIED

Ok, thanks
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