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TalkTalk contract issues ***Resolved***


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Hello everyone.

 

I used to be with talktalk for phone and broadband.We moved house on 3rd February of this year.

 

When I told talktalk we were moving house,they said I had to go into a new contract with them.

I asked how long it would take for the internet to be "live" in the new address,they lady on the phone said to be it would the 8th of February.So I thought that's not bad.

 

After getting to the new address I received an email telling me the go live date was march 26th !

 

After a few phone calls to them I decided to leave talktalk.

they then said I owed them money on the contract I was in,

not the new contract for moving house,

as I cancelled that within the 20 days cooling off period.

but on the old contract,

which didn't end till January 23rd 2017.

 

I received an email from talktalk telling me I owed them £257,24,

which was the amount I had to pay for leaving contract with 11 months still to go on it.

 

 

I told them I could not pay that amount in full.

so they said I could pay £50 per month till it was paid off.

I made a payment of £57.24 in april,and another payment of £50 in may

 

Today I received a letter from talktalk telling me I had to pay the £150 that's left in full within 7 days

or they would be sending it to a debt collection agency,

which would ruin my credit report etc etc,and further admin charges.

 

I explained to them I thought we had agreed on a installment plan,which they seemed not to know about !

 

if I do not pay this £150 in full,which I cant,they will send it to a dca.

I know it was because I came out of the contract,

but seems weird to me to pay them so much money for an internet service im not getting anymore.

 

Just wondering what my best course of action should be ?

 

any advice would be appreciated.

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Hello.

 

Not advice as such but u think uv been had. They cannot force you or say u have to enter into another contract with them just for moving house.So in my opinion its been misold.

Also if u did owe them money you tell them how much u can reasonably afford to pay not the other way around. I would make a formal complaint to them. As for the Debt collection waffle they can do nothing to you.

 

im sure others with better knowlege will ve along soon to help.

 

Wiseajak

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Thank you for the reply.yes I will make the complaint i think.

Hello.

 

Not advice as such but u think uv been had. They cannot force you or say u have to enter into another contract with them just for moving house.So in my opinion its been misold.

Also if u did owe them money you tell them how much u can reasonably afford to pay not the other way around. I would make a formal complaint to them. As for the Debt collection waffle they can do nothing to you.

 

im sure others with better knowlege will ve along soon to help.

 

Wiseajak

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Clowns!

 

DO NOT pay a penny more to them, you've been mugged off!

 

Lodge a formal complaint with them, and exhaust it.

 

If you're dealing with them over the phone, then STOP, only ever communicate with them in writing, or email, as you need a paper trail of evidence, I guarantee that what they say over the phone, they will never commit in writing.

 

As for their threat of sending this to a powerless DCA, I'd be rolling on the floor! If they think that should intimidate you in some way, then they're sadly mistaken.

 

TT are a joke, get making that complaint and exhaust it so you can escalate it to the ombudsman.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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Thanks : ) yes im going to write to the head of complaints office ceo.

 

 

I think its disgusting that they can make the rules up as they go along,and one advisor there does not know what the other is doing.

 

 

People should not have to pay for something they are not getting.

 

 

when I asked them why it was ok for them to break the contract I was in to start a new one

 

 

then for me to have to pay for the 11 months left on the old contract,that was ok for them to break !

 

 

Clowns!

 

DO NOT pay a penny more to them, you've been mugged off!

 

Lodge a formal complaint with them, and exhaust it.

 

If you're dealing with them over the phone, then STOP, only ever communicate with them in writing, or email, as you need a paper trail of evidence, I guarantee that what they say over the phone, they will never commit in writing.

 

As for their threat of sending this to a powerless DCA, I'd be rolling on the floor! If they think that should intimidate you in some way, then they're sadly mistaken.

 

TT are a joke, get making that complaint and exhaust it so you can escalate it to the ombudsman.

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  • 2 weeks later...

Hello again.

 

 

Today I received this email regarding my old talktalk account.

 

 

I have sent the letter of complaint to the head of complaints office regarding this.

 

 

this is the email.

 

 

 

 

 

We have been asked by the above named client to contact you with regards to a personal business matter.

 

Could you please contact me as a matter of urgency by either replying to this email or calling Katie Jones at DRS on 0151 375 9454 & quote your account number 1397996.

 

If your preferred method of contact is email, please reply confirming your full name, address including postcode and your Date of Birth.

 

Alternatively, if you would like us to call please provide contact numbers so we can call you directly.

 

Regards

 

Katie Jones

 

DRS - Customer Contact Dept

Please note, your call may be recorded.

 

 

Ignore or reply by email ?

 

 

Thanks

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Ignore...deal with TT

 

Moving home with TalkTalk

 

What to do: You can arrange your home move through TalkTalk's website (http://www.talktalk.co.uk) - just make sure you have the full address of your new home, your moving date, an alternative contact number and email address, which plan you want, and the socket type, if you happen to know it. Once you're moved, you'll also need to re-register and re-activate your TV2Go and Talk2Go apps.

 

How long does it take?: TalkTalk needs at least 14 days' notice, but you can book your move up to three months in advance.

 

Cost: Free if you continue the same plan.

 

Do I need a new contract?: Yes, a new 18-month one, but you won't be charged a cancellation fee for your current plan.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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Thanks for the reply.

 

 

Did you read my original post ? not with talktalk anymore.

Ignore...deal with TT

 

Moving home with TalkTalk

 

What to do: You can arrange your home move through TalkTalk's website (www.talktalk.co.uk) - just make sure you have the full address of your new home, your moving date, an alternative contact number and email address, which plan you want, and the socket type, if you happen to know it. Once you're moved, you'll also need to re-register and re-activate your TV2Go and Talk2Go apps.

 

How long does it take?: TalkTalk needs at least 14 days' notice, but you can book your move up to three months in advance.

 

Cost: Free if you continue the same plan.

 

Do I need a new contract?: Yes, a new 18-month one, but you won't be charged a cancellation fee for your current plan.

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Pity you left them then as they contracted to complete the move within 14 days...also you wouldn't have incurred the early contract cancellation fee.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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Hello Again.

 

 

After sending a letter of complaint I received this e mail today.

 

 

I’m sorry you’ve had to contact us about the issue with your TalkTalk account. This clearly isn’t the kind of experience we want you to have with us, and I can imagine you’re probably feeling quite frustrated by now.

 

As a manager in the CEO's office, I’m going to take care of this for you from here. The first thing I need to do is really understand what’s happened and to do this, I’d like to speak to you and hear your point of view. Please expect a call from me in the next 24 working hours.

 

I have two numbers for you: your home number and your mobile number. If you’d prefer me to ring you on a different number, please e-mail me with this number and when you’re free to talk. If you’d rather call me, my direct line is 0333-0011-254 and if I’m not at my desk I'll endeavour to return your call as soon as possible.

 

Thanks for your patience, and I look forward to speaking to you soon so I can get this sorted for you.

 

Kind regards,

 

David Quinn

CEO Case Manager.

 

 

Do you reckon I take the call ? or request to be contacted by letter or email ?

 

 

Thanks.

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Well it is the CEOs office...I would be calling them.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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Typical.

 

 

I phoned them.3 times,have left 2 messages.was told in email id receive a call within 24 hours.

 

 

not received a call.keep trying I guess.

 

 

also had letter from dca today,now balance is £30 more than it was originally lol.

 

 

hopefully they'll be in contact,and ill keep trying to reach this ceo's office.

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Hello Again.

 

 

I spoke to guy at ceo's office this morning.

 

 

he offered to reduce the balance from £160 to £110.

 

 

He said he would contact debt collection agency to put their thing on hold.

I received a letter form dca yesterday saying if I contacted them they would reduce the payment also.

 

 

I am definatley not paying a dca.

 

 

any advice on what I should do about the reduction from talktalk ? accept or decline ?

 

 

Thanks

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Agreed do not pay the DCA..deal with TT direct...its hardly a reduction for something that is in effect unfair charge.....your choice but I would reject it..let them do their worse.

 

Andy

We could do with some help from you.

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" He said he would contact debt collection agency to put their thing on hold."

 

On hold from what ? :-)

We could do with some help from you.

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" He said he would contact debt collection agency to put their thing on hold."

 

On hold from what ? :-)

 

 

a hold on them not chasing me for the money I guess.

 

 

the balance was £150,now its £160,£10 was for a late charge

he said the reduction was the £10 late charge and £40 to make it the £110.

 

 

He said £50 was the most he could deduct.

 

 

Yes I will definatley decline the offer and see what happens from then.

 

 

thanks for the advice

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Hello again.

 

 

I received this email today after declining their offer.

 

 

I refer to our recent contact via phone in regards to your complaint. I would now like to confirm the outcome of my investigation and the resolution to be offered.

 

You contacted TalkTalk in relation to an outstanding balance that you agreed to pay and due to this being sent to a debt collection agency you have expressed your wish to be refunded for what you have paid and the total outstanding amount to be waived.

 

You were issued the balance due to leaving your contract before the end date of the contract. You agreed to set up a payment plan were you paid £50.00 towards the outstanding balance every month on the 4th of each month starting in the month of May. This was agreed on the 4th April. As you made a late payment in the month of May you deferred on your payment plan and the balance was passed to a debt collection agency. You have stated that due to this you want to be refunded the £107.20 you have paid and want the remaining £160.00 to be waived.

 

As a result of my investigation I would like to offer you a credit to the amount of £50.00. This would leave you with a remaining balance of £110.00. You have already had a £10.00 late payment charged waived on a previous bill. TalkTalk will not be refunding you the amount that you have paid, this is a you agreed to a payment plan and you missed the agreed date to make a payment. This is your responsibility.

 

If you do not accept this offer, we will have reached something called a deadlock situation. In that case, I will provide you with a letter confirming that we have exhausted our internal complaints process and advise you how you can take your complaint to an independent Ombudsman should you wish.

 

I hope this information provides some clarity with regards to your complaint. However, if you do have any further questions I can be contacted directly on 0333-0011-254

 

Finally, if I haven’t heard back from you within the next 10 working days, I will consider your complaint to be resolved and will close it down on our systems. However as you have already advised that you will be rejecting TalkTalk's offer, I will request you a deadlock letter immediately.

 

Kind regards

 

David Quinn

CEO Case Manager

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How is it all sorted Geddy..perhaps expand for the benefit of posters that have assisted and others involved experiencing the same problem ?

 

Regards

 

Andy

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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How is it all sorted Geddy..perhaps expand for the benefit of posters that have assisted and others involved experiencing the same problem ?

 

Regards

 

Andy

Hi again.

 

The guy from ceo's office phoned me today.

 

and told me he looked further into my account etc.

 

He told me i was told when i put in for the home move i was told

the landline and broadband would be up and running the day we moved in

but the fibre broadband would take a month to be live.

 

which didnt happen.i got a email saying the go live date was not until march 24th

when being told broadband would be running february 8th.

 

he said like you told me they had to have it all up and running within 14 days.

he said it was no acceptable for me to wait this long.

they have waived the £160 they expected me to pay

and are refunding the £107.20 i paid them from the £257.20 they said i owed them

for the 11 months left on the old contract.

 

Thanks for all the help & advice.

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