TalkTalk increased its prices and told me I could cancel contract without charge. Then the penalty letters started arriving …
I received a letter from TalkTalk in August stating that, as it was increasing its prices, customers could leave without being charged a cancellation fee. I then found a better deal for phone and broadband with Plusnet.
However, TalkTalk said that if I cancelled my direct debit, my telephone number would most likely be changed so I agreed not to do so. I was then immediately sent letters from TalkTalk advising that I could be liable for £15.50 per month for any time left on my contract.
I finally said I was contacting Ofcom and then received a call from the chief executive's office confirming that I would not have to pay any more. But I have since received a bill for the month after they terminated my broadband and telephone service.
My many calls and letters have been ignored so I have paid it and have now been told that I'll be charged a £137 cancellation fee. My husband and I are pensioners and this ongoing situation has undermined our health. SF, Weston-super-Mare, Somerset
Once again a communications provider is woefully unable to communicate. Only when the press office is invoked does TalkTalk recollect its own letter absolving you of cancellation fees and decides that not only are you not liable, but it owes you. It is refunding your overpayments and adding a princely £25 for your considerable expenditure on phone calls and postage.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number. Please note that Anna cannot respond to letters individually.
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