TalkTalk Bill issues. What is the best step?

[Kittycat]

My parents have been with TalkTalk for a few years now and each month their payment day is brought forward by 5-7 days. This has caused problems with my mothers account as she gets paid on a set date and sometimes the money is not there. Failed DD then have fees from bank AND talk talk and it has snow balled/

In Jan they tried to take it too early again and due to some serious issues, there was no money to pay. So they tried to take double in Feb. We called to explain the situation and that we can't afford 2 months to come out in Feb, but only 1 and we would settle the outstanding money as soon as we could.
They refused and said we still needed to pay the double direct debit. I stressed to them that they would not get that payment as the money was not there. I asked to close my parents account, send a final bill and we would attempt to settle it the best we could.
They refused! We HAD to pay the outstanding debt before any action could be taken.


I am so unhappy with their treatment of my mum. When she set the account up she had an actual meeting with a man in her house and he agreed they could take her DD out on a set day each month, a day she WOULD have money. But they haven't stuck to it (granted I can't find the written proof, but I was there when he agreed that condition)
So as they try to take payment, charges incur etc etc and its getting mum into more of a financial problem.

We actually had to cancel the direct debit as we knew if they managed to take it, that would be most of my mums wages gone and no money for rent etc.

We owe them money, we are not disputing that. But I am enraged by their treatment etc.

What should I do next?
-Complain via email (phone is useless as all they want is their money) and outline the reasons for complaint.
-Once again request the final bill and cancel ( though I might have to pay this as its going to be like 3 months bills!)

We want to move from them as they are horrible and expensive, so I need the best for my parents.

Advice?

[CleverClogs]

Re: TalkTalk Bill issues. What is the best step?

TalkTalk Telecom Group
Dido Harding	Chief Executive
E-mail	dido.harding@talktalkplc.com
Telephone	0203 417 1000

[CleverClogs]

Re: TalkTalk Bill issues. What is the best step?

Tell Dido that Squawk-Squawk are a bunch of dildos. :rofl:

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

I used to be with Talk Talk. Their customer service policy seems to be "Lie to the customer and if you get caught still lie." Like your mum, I had problems with them messing around with DDs. In the end, my bank refused to accept any further DDs from them because of the problems they were causing not only for myself, but the bank also. They tried to heap on charges, but I refused to pay them because of their dishonesty, repeated breaches of contract and aggressive behaviour when challenged about the conduct of their employees. In the end, we parted company. One victory I had is that Talk Talk dropped their termination fees, cheque payment and paper bill charges. They owed me money and tried to hang onto that. I made sure they paid that.

They are a thoroughly nasty lot and why OFCOM, OFT and BIS have allowed them to continue to operate is beyond me.

[CleverClogs]

Re: TalkTalk Bill issues. What is the best step?

why OFCOM, OFT and BIS have allowed them to continue to operate is beyond me.

Ignorance and indolence.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

I noticed this movement of payment date when TalkTalk took over Tiscali. The payment date was slowly brought forward. The intention seemed to be to sneak in a 13th month and hope no one would notice.

I had a Tiscali business account but TalkTalk couldn't handle that transfer so I cancelled and went to another provider. In the post I received a cheque for a small amount of overpayment. Two days later I got a threatening letter saying I owed them money and how dare I cancel my direct debit.

Rather than contact the support services in India, who are useless, contact sales in London and request a MAC number so that you can transfer to another provider. They are obliged to give this and will within 5 (?) working days. This should give you enough time to identify a suitable provider. If, as seems to be the usual case, you have to use an 087x number then go to www.saynoto0870.com to find a normal number. Cancel the DD, if it has become active again. Trouble with this procedure then contact OFCOM.

TalkTalk seem to top the list of the most complained about Internet Provider year after year.

I escaped TalkTalk for O2 but the internet side of that business is about to be taken over by another company. Should be fun again.

[Kittycat]

Re: TalkTalk Bill issues. What is the best step?

They have stopped outgoing phone calls and stopped the internet, which we expected.
So mum has to call them now and ask for a final bill and a payment plan to pay it off. If not then I will pay it just so we can get rid of them.

We need the BT phone line back from them as we want to go over to Tesco. Is that why we need to ask for the MAC?

I still want to email them, (now they have cut her off i guess I am not risking them cutting her off!!!)
Should I still make a complaint, or wait to see if they come up a payment plan for the outstanding bills and then cut the losses.
Can I ask for a MAC now even though the bills are outstanding???
Sorry for the questions, I want this to be as painless as possible as we have had too much pain recently.

[Hurricane Puffrose]

Re: TalkTalk Bill issues. What is the best step?

Yes you can ask for a MAC code if you have a bill in dispute, have them also send you the exact date of the end of contract, and ask for the name of the advisor that gives you your MAC code, they are obliged to give you those details.

If they say you are LLU you may be able to transfer without the MAC code, but ensure you tell them you DO NOT want your contract to continue once the balance is paid, ask them to place either an immediate final disconnection to the account or add a 30 days notice to the account (you may be able to get this from last month as a goodwill if you mention the Ombudsman)

Once you go to a new provider, ensure and tell them you are concerned about Slamming and can it be noted you DO NOT want to return to Talk Talk

[wales01man]

Re: TalkTalk Bill issues. What is the best step?

I thought A DIRECT DEBIT MANDATE SAYS PAYMENT WILL BE TAKEN ON OR AFTER A DATE?

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

At risk of being corrected, DDs are normally debited on an agreed date or the next banking day as soon after the agreed date as is practicable. To the best of my knowledge and belief, a payee cannot keep changing the date of a DD, other than as aforementioned, as it sees fit. That could amount to a breach of contract. If it causes financial loss, e.g. bank charges, the payee is potentially-liable to reimburse the losses.

[wales01man]

Re: TalkTalk Bill issues. What is the best step?

Thought so if correct are talk talk liable for all charges incurred after all there is a direct debit guarantee

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

Thought so if correct are talk talk liable for all charges incurred after all there is a direct debit guarantee

If they take out more than they are entitled to take, i.e. than is on the bill sent to you, or they debit more than once, the DD Guarantee should kick in, in theory. If TT claim they can take out more than is stated on the bill and refuse to pay back the overpayment into your bank account - their favourite ploy is "We can only credit it to your account" and totally illegal - then IMHO their actions could amount to Fraud. Please don't blame the bank, but do alert them asap. If they are like my bank were when I was with TT, they may refuse to accept DDs from your account in TT's favour.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

OK, so the line has been unbundled, makes a difference. Just been through this with someone. In this particular case the original was TalkTalk, with LLU, and they were being awkward and my friend wanted to go to BT. BT's response was "we can do that, don't need a MAC" and it was done.

Slightly different in your case because you want to go to Tesco. This needs a BT line, so no problem in moving over. Are you sure you want Tesco, cheaper options available, even BT itself?

Tell TalkTalk you are cancelling, cancel the direct debit again (and wait for the screams). Then talk to BT about moving the line. You may still have some of the TalkTalk rental to pay. You are out of minimum contract? There are times when TalkTalk sneak you on to a new contract with just a phone call.

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

OK, so the line has been unbundled, makes a difference. Just been through this with someone. In this particular case the original was TalkTalk, with LLU, and they were being awkward and my friend wanted to go to BT. BT's response was "we can do that, don't need a MAC" and it was done.

Slightly different in your case because you want to go to Tesco. This needs a BT line, so no problem in moving over. Are you sure you want Tesco, cheaper options available, even BT itself?

Tell TalkTalk you are cancelling, cancel the direct debit again (and wait for the screams). Then talk to BT about moving the line. You may still have some of the TalkTalk rental to pay. You are out of minimum contract? There are times when TalkTalk sneak you on to a new contract with just a phone call.

I went from TT to BT - BIG MISTAKE!! BT were just as bad as TT. I am currently with Orange Home, which provides landline and internet. If you are already an Orange Pay Monthly mobile customer, you may get a preferential rate. Give them a call.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

Just read some more! Looks like Tesco can take over the landline. May be worth talking to them before you start arguing with TalkTalk. It could be a case of just let them loose (after cancelling of course).

All the ISP's are as bad as one another, only some are not so bad. Orange was the second ISP I used. OK for a while then troublesome, and some strange ideas about email addresses.