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Found 6 results

  1. Been a customer with TalkTalk for a fair few years, and have three phone contracts with them. One of these expires next month, and I've decided is surplus to requirements. Though I would get in touch today to let them know I won't needed it renewing. Well that proved to be harder than I anticipated ... My complaint below, and the online chat exchange with Sharon, gives all the details. Sir/Madam, I contacted TalkTalk this morning via online chat to give notice that, when my mobile contact for sim 07xxx xxxxxx expires next month (18th March), I do not wish for it to be renewed. The TalkTalk representative however was unwilling to accept this notification, and said that I would have to call back in four days time. Otherwise, if the request was processed, I should be liable for early termination fees. As a busy professional, I do not have time to chase this up again and do not understand why you are insisting I should. Your terms and conditions stipulate that I need to give 30 days' notice of my decision, and I am giving 34 days. The exchange is reproduced below. My suspicion is that insist on this because some people will not call you exactly on the thirtieth day, and you can then charge for an extra month. I hope this is not the case. Regardless, I wish to: a) complain about the unhelpful experience I received today; and b) formally put you on notice, again, that when my contract expires next month then I do not require it to self-renew and expect it to cease. I have been a loyal TalkTalk customer for a good many years, but my experience this morning has done nothing to endear me to your company. Yours, Me TRANSCRIPT Info at 9:28, Feb 12: You are now through to Sharon. How can I help you? Me at 9:28, Feb 12: I would like to cancel one of my phone contracts please Me at 9:28, Feb 12: Contract ends next month Sharon at 9:28, Feb 12: Hi, Martin. Sharon at 9:28, Feb 12: I am sorry to hear that, however I will assist you with regards to the cancellation. Me at 9:29, Feb 12: Thank you Me at 9:29, Feb 12: The number I am cancelling is 07xxx xxxxxx Sharon at 9:30, Feb 12: May I ask the main reason you are looking to cancel your account. Me at 9:31, Feb 12: Because I no longer need this phone; I would like to keep the other two accounts live though Sharon at 9:32, Feb 12: Okay. Sharon at 9:32, Feb 12: Is there any one at home that can use the SIM? Me at 9:33, Feb 12: The contract expires next month and I would like to cancel it for then - is that a problem? Sharon at 9:34, Feb 12: We need 30 days notice to cancel your account. Sharon at 9:35, Feb 12: Your TalkTalk mobile services will be cancelled thirty days from today, and you’ll continue to be billed until this time. Once they’re cancelled on 14th March you won’t be able to use your SIM anymore. Sharon at 9:35, Feb 12: You’ll get your final bill as normal may contain an early termination fee, which is determined by the length of your remaining contract. Any subsequent bill will confirm any remaining credits or balance owed. You’ll lose your mobile number. Please don’t cancel your Direct Debit. We’ll do this for you once your final payment has been taken. If you cancel it, you might incur a fee. These changes will be reflected in My Account within 48 hours. Me at 9:35, Feb 12: Well then I would like to give notice that this be cancelled at the end of the contract - on the 18 March Me at 9:36, Feb 12: That's 34 days notice! Me at 9:36, Feb 12: I don't expect to pay any fees. Sharon at 9:37, Feb 12: You will need to contact after 4 days from today. Sharon at 9:37, Feb 12: That will be the 16th February 2017. Me at 9:37, Feb 12: I don't understand - I am giving you notice that I want to leave on the 18th March. I should not have to contact you again on the 16th. Me at 9:38, Feb 12: If you cannot process this simple request, please put my through to your supervisor. Sharon at 9:38, Feb 12: The system does not allow to choose a specific date, Martin. Me at 9:39, Feb 12: Then please be advised that when my contract expires I do not wish for it to be continued. Sharon at 9:39, Feb 12: I can log a formal complaint for you and a manager will contact you within 24 to 48 hours to discuss the issue. Sharon at 9:39, Feb 12: We need 30 days notice to cancel your account. Me at 9:39, Feb 12: I am giving you more than 30 days notice Sharon at 9:40, Feb 12: Okay. Sharon at 9:40, Feb 12: Your TalkTalk mobile services will be cancelled thirty days from today, and you’ll continue to be billed until this time. Once they’re cancelled on 14th March you won’t be able to use your SIM anymore. You’ll get your final bill as normal may contain an early termination fee, which is determined by the length of your remaining contract. Any subsequent bill will confirm any remaining credits or balance owed. You’ll lose your mobile number. Please don’t cancel your Direct Debit. We’ll do this for you once your final payment has been taken. If you cancel it, you might incur a fee. These changes will be reflected in My Account within 48 hours. Me at 9:40, Feb 12: It is absurd if you say that I must call you exactly and only o the 30th day before Me at 9:41, Feb 12: I would like your confirmation that there will be no "early termination fee" Me at 9:41, Feb 12: As I am not terminating early - just asking my contract not to be renewed. Sharon at 9:41, Feb 12: I am sorry, Martin. however you will be liable for the days remaining on your contract. Me at 9:42, Feb 12: That is not acceptable to me. Sharon at 9:42, Feb 12: I will log a formal complaint for you to escalate the issue. Me at 9:42, Feb 12: Thank you. This is very poor indeed. Me at 9:43, Feb 12: What I am asking for is not difficult - to leave contract at the end of its expiry next month. Me at 9:43, Feb 12: Please record that I have asked for this, and you have said it is not possible. Sharon at 9:45, Feb 12: I have advised that as you have contacted us today to cancel your account, I can place a cancellation for you on the 14th March which is 30 days from today. However you will be liable for the days remaining on your contract. Sharon at 9:45, Feb 12: Should you dispute this, I will log a formal complaint for you to escalate the issue. Me at 9:46, Feb 12: I have asked clearly for the contract to be cancelled when it expires next month. I should have no liability for that. Me at 9:47, Feb 12: You are making this needlessly difficult. Me at 9:48, Feb 12: If you cannot process this request (and it is unclear why you are unable to do so) please ask a manager to get in touch with me. I will also engage TalkTalk on twitter to make my concerns clear. I didn't think this was such a difficult request, but it feels like I slipped down the rabbit hole! I assume this whole process, where you can only give notice exactly thirty days before the contract ends and not a day before and after, is so they can charge you for an extra month at the end of the contract. Pretty poor show, in my humble opinion!
  2. Hi all I'm in a right mess and would be really grateful of any advice. I took out a mortgage 4 years ago for £42k but didn't have enough with just my wages so was advised by mortgage company to get my son to come on it with me. God how I wish I hadn't! Things changed so quickly about 16 months ago with me losing my job and my son moving away. After a long battle my home was finally repossessed last April and sold the month later for £45k. I had tried to sell it privately and the original valuation was for £70k but I dropped it a few times for quick sale but sadly no buyers. It was an interest only mortgage so nothing had actually been paid off the original debt. I've now had a letter from the solicitors of the mortgage company claiming there was a shortfall of £9,543.18p and enclosing a form for me and my son to fill in with regarding our income. Due to ill health I'm now claiming ESA and have no idea of my sons income. I'm renting from a housing association and have nothing. I'm at my wits end as my son knows nothing about this. I've also started getting letters from various debt collection agencies demanding payments on credit cards ect and not sure how they have managed to get my address as I haven't registered my name on the council registration form. I did speak to someone about going bankrupt but they said I can't do this as the court wouldn't accept it because I have more going out than I have coming in? Sorry for such a long post but I'm desperate and don't know where to turn.
  3. I originally posted these in another thread... mods please feel free to delete those posts now... HI all! I'm new to CAG, unfortunately i, like most others here i suppose, have an ongoing 'billing issue' with one of 'the big six' which i have been trying to resolve for the past few months.... This thread is absolutely fascinating and has certainly added to my knowledge which, again unfortunately, i have been put in the position of HAVING to acquire. I have had months of stress, guarantees, inaction, SERIOUSLY insulted by a call centre member of staff.. the list goes on!!!! I cannot post too many details presently as it is still ongoing and i am expecting contact from one of their staff next week some time to resolve the issue. I can say though that i have been given numerous assurances that this would be sorted out within 28 days and we're now about 4 months in...... the 28 day 'cutoff' period for complaints passed some time ago and when i informed a member of staff of this i was told 'oh we can have up to 56 days' to which i obviously responded 'well why do you state 28 then' and was met with a 'durrrh'???? I have overwhelming evidence to support my case in the form of VERY high quality recordings which make very interesting listening and when this is all dealt with i will look into some way of making these available, legal issues aside, to help others who may be in a similar situation. I would SERIOUSLY urge people to record ALL contact with these people as some of the responses i have had from the company in question have been quite hilarious and frankly delusional .... well they would be funny if it weren't such a HUGE amount of money involved... so i have been able to refer to those calls and am able to recall names, dates and the content of conversations verbatim... they have now realised this and the last contact i received from them was INCREDIBLY apologetic. Even IF the 'debt' is written off and i am 'compensated' i am not going to walk away from this....... i read a quote on another forum the other day from someone who has had/is still having the same issues with this company..... 'i've decided not to change companies, i'm going to be exactly the kind of customer XXXXX deserve'!!!!! I think the more of us that subscribe to that paradigm the better.... Time to bully the bullies don't you think?
  4. On march 11th i got my new statement Credit Limit £250 Balance on March 10 - £245.51 Interest - £ 7.45 Total £252.96 Overlimit fee £ 12.00 New Total £264.96 minimum payment £21.90 to be paid by March 28 On March 28 i paid £22.00 by bank transfer so new balance should be £242.96 Looked online to see if they had the payment and it was credited to my account on the 28th BUT on the 26th they added another £12 overlimit fee so the new balance is £255 Can they add a charge twice in a month? Surely charges should only appear on the statement (due April 11) or is this just a case of getting people into a spiralling debt
  5. Hi, Got a letter a couple of days ago from these "people" and my heart sunk It's in reference to a CCJ they must of got after I left my last address over 2 years ago. .. at the time they were trying to go for a charging order on my home, but sold it just in time Now they have caught up with me and sent the following letter What should I do? Obviously if they got a CCJ.... what are my options here? Any advice welcome... ps. I no longer own my own home.
  6. I recently got hold of a copy of my credit file and there is something that I had not noticed before was affecting my score I have a "4" (You have an account regarded as defaulted or delinquent notice) against an account in my name from around march 2007 I am currently a customer of Vodafone and have been for a number of year with no issue’s but the problem is in reference to a previous account dating back to 2005. At the time I was having some real issues with my service and spoke to customer services on multiple occasions. As the account is from so long ago I cannot find the account number or bill as you can imagine I have had a nightmare trying to speak to Vodafone about this as they claim to have no record of the account. all I know of the late payments was that I deemed my account to be settled to the best of my knowledge. I did not receive any letters from Vodafone for a long period of time until the outstanding amount was passed on to a collection agency. When I learnt that this had not been paid I updated my details and settled the account straight away. I am currently looking to apply for a mortgage as My partner and Myself have found a house that we love. I have a really good record apart from this and have worked hard to save up a good deposit. I am now terrified that I will get knocked back on the credit check because of this "4" and it is seriously damaging to my credit rating and finances for such a small amount and the penalty lasts for a full 6 years when I assumed late payments only lasted for 3 years? any advice on getting this removed would be a god send. Regards Nick BM
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