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Hi all
Hope someone can help.
We cancelled our Sky contract in January 2015 due to escalating costs and signed up with TalkTalk on an 18month contract which started in February. Well to say thing never got off to a good start is an understatement. From day 1 we have had nothing but problems, a) the service provided has been rubbish (mainly broadband but TV has been equally bad) b) internet has been appalling. Suffice to say after 3 months we had had enough! I kept a log of when we called, who we spoke to, what we discussed and their resoloution (or lack of it).
Now on 4th of October this year i went onto the website to see if there were any issues with the Broadband as mine wasn't working and i had done all the usual things, turned it off, re booted it etc. Whilst on the website i saw that they had increased their prices! We checked our emails to see if we had been notified and how the price changes would impact us. Well there was nothing there at all so i sought advice about them increasing the price and was advised that this gave me the ideal opportunity to use my 30 day cancellation as they had breached contract by not notifying me of price increase and thereby changing my contract without letting me know.
I got straight on the phone spoke the a lady called Kaniz who said i couldn't terminate my contract. I stated that due to the fact they had increased prices and not notified me they had breached our contract and therefore i had the option to give 30 days notice to cancel. She fell silent and then said ok i will sort out cancellation. At the end of the call she stated my contract would end 4/11/15 and that as payment would be made 13/10/15 the final bill (4/11/15) would be from 13/10/15 - 4/11/15. She said that there would be no cancellation fee and that there would be a letter sent out confirming this.
4/11 came and went............no payment taken, then lo and behold 13/11 comes and they took the full amount for 1 month. We phoned to find out what had happened with this and were told after being passed onto 5 diff people each on differerent continents, that the account was still valid, we were still receiving services and that the cancellation had not been done. After 53 minutes on the phone the only thing the guy could say was that he didn't know what to do.........he could cancel it but that would then be another 30 days and then they would send us final bill. We argued that we had already done this and i would not be paying TalkTalk anymore money to which he didn't respond.
I said that basically i was wasting my time with him, i would cancel the DD with the bank, i had a recording of his call AND the original call where we cancelled (She is clearly heard quoting 4/11 as last date for payment, it has been cancelled, no cancellation fee and letter sent out) and that i would be seeking legal advice
Short of going to Citizens Advice i'm at a loss what to do. I am going to contact them but they only open certain hours and its hard trying to get in when you work 9-5 6 days a week
Any advice would be greatfully appreciated. The lady at the bank did say that if we had canceled it they had no right to take anymore money from us and that we were right to cancel the DD
Hope someone can help.
We cancelled our Sky contract in January 2015 due to escalating costs and signed up with TalkTalk on an 18month contract which started in February. Well to say thing never got off to a good start is an understatement. From day 1 we have had nothing but problems, a) the service provided has been rubbish (mainly broadband but TV has been equally bad) b) internet has been appalling. Suffice to say after 3 months we had had enough! I kept a log of when we called, who we spoke to, what we discussed and their resoloution (or lack of it).
Now on 4th of October this year i went onto the website to see if there were any issues with the Broadband as mine wasn't working and i had done all the usual things, turned it off, re booted it etc. Whilst on the website i saw that they had increased their prices! We checked our emails to see if we had been notified and how the price changes would impact us. Well there was nothing there at all so i sought advice about them increasing the price and was advised that this gave me the ideal opportunity to use my 30 day cancellation as they had breached contract by not notifying me of price increase and thereby changing my contract without letting me know.
I got straight on the phone spoke the a lady called Kaniz who said i couldn't terminate my contract. I stated that due to the fact they had increased prices and not notified me they had breached our contract and therefore i had the option to give 30 days notice to cancel. She fell silent and then said ok i will sort out cancellation. At the end of the call she stated my contract would end 4/11/15 and that as payment would be made 13/10/15 the final bill (4/11/15) would be from 13/10/15 - 4/11/15. She said that there would be no cancellation fee and that there would be a letter sent out confirming this.
4/11 came and went............no payment taken, then lo and behold 13/11 comes and they took the full amount for 1 month. We phoned to find out what had happened with this and were told after being passed onto 5 diff people each on differerent continents, that the account was still valid, we were still receiving services and that the cancellation had not been done. After 53 minutes on the phone the only thing the guy could say was that he didn't know what to do.........he could cancel it but that would then be another 30 days and then they would send us final bill. We argued that we had already done this and i would not be paying TalkTalk anymore money to which he didn't respond.
I said that basically i was wasting my time with him, i would cancel the DD with the bank, i had a recording of his call AND the original call where we cancelled (She is clearly heard quoting 4/11 as last date for payment, it has been cancelled, no cancellation fee and letter sent out) and that i would be seeking legal advice
Short of going to Citizens Advice i'm at a loss what to do. I am going to contact them but they only open certain hours and its hard trying to get in when you work 9-5 6 days a week
Any advice would be greatfully appreciated. The lady at the bank did say that if we had canceled it they had no right to take anymore money from us and that we were right to cancel the DD
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