On behalf on my Nan and grandad.
They were with talk talk for many years, now grandad has passed and nan in a care home (due to dementia) we cancelled the contract. Surprisingly they could do this without any 'security' from us.
It was cancelled but they still billed and took money for a couple of months. Tried to phone up to sort it out but they couldnt talk to us due to not knowing the password. Anyway, after a couple of months they stopped and stated that account was in credit and we'd need to contact them to get it refunded, which is backwards as most companies just refund you. But we dont know the password and they wont talk to us. and state they cant just refund until they cant talk to the account holder and get the password. Which isnt possible.
Sent a complaint email on 6th September, had a generic response, then raised it as a non-customer complaint, no response, so sent a chase email in early November, no response, sent another one in December to finally get an acknowledgment. Received a text on Tuesday to say they will contact me within 3 working days, so Friday, but get a call on Saturday.
Lady sounded not-interested and couldn't be bothered, and the first question asked was can we have the password, I asked if she had actually read the complaint as this wasn't possible. Ultimately, all i/we are asking for is the overpayment/credit to be refunded to the same account the Direct Debit came from but all she kept repeating was we cant do that unless you know the password etc etc
She then tried to use an example to say (along the lines) they wont refund based on our calls as we could be an ex-partner and is trying to get the money fraudulently. This is very stange, as they let you cancel the contract without any security, and this could be done vindictively, but the only response was thats a different policy... Strange...
At this point, the 'complaint manager' (i presume) hung up. Had a text an hour later saying we will call you later between 4-6pm, but guess what, no call received.
It seems such a simple resolution, we're not asking for bank account details to be changed or anything dodgy, we just want the money refunded back to the same account they have on their records.
Now, there is a policy to get added as a 3rd party, but in our situation it wasnt possible, we have no power of attorney, nothing from the courts (massive backlog) and getting anything from a solicitor or a doctor would cost us money which we are not going to do.
So Talk Talk are holding onto an amount of money owed to an elderly lady with dementia for no reason and with no real means of us getting the money back to her account to help pay for her care.
Disgusting Service and would never recommend them to anyone.
P.s if you read this Alina, please don't reply saying call you (Talk Talk) as your team wont be able to help as we cant get through security!!
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