Virgin National / Talk Talk cancelling account

[Jimpeccable]

Hi there,

 

Looking for some help if possible

 

I was a Virgin National Broadband customer and some time ago they wrote to me to advise that TalkTalk had bought out my contract. I was with Virgin for about 2 years and TalkTalk a year after that. I had never signed a contract with them and effectively out-of-contract with both companies.

 

As I was fed up of the lack of customer service from TalkTalk I cancelled my contract and advised them. I received a letter from a debt collector on their behalf asking for £300+. I was blown away. I phoned TalkTalk who advised it was a cancellation charge and there's nothing they can do. I asked for a copy of my contract to which they refused. I asked for a call back from a manager which never happened and they have advised they have no complaints procedure to resolve any problems and my only option was to pay £300!!!

 

Can anyone help as surely I would be out of contract in spite of having never signed one with TalkTalk in the first place

[Bazooka Boo]

Who is the powerless DCA demanding money you don't owe?

 

Stay OFF the phone, deal with this in writing or email ONLY.

 

The telephone jockey was simply after your money for their pocket, and unsurprisingly lied about a complaints procedure.

[Jimpeccable]

Unsure... Sounds bad but I just binned their letter and it was TalkTalk that I was talking to who refused to show my contract, deal with my complaint or call me back

 

I do know from checking experian that their debt collector ran a credit check on me! Couldn't believe it.

 

What should I do as there is no way I owe a £300 cancellation fee for a debt I don't owe. Especially when I signed a contract with another company 4 years ago.

[BankFodder]

You should stop the binning letters to begin with. These things can become very useful later on.

 

Secondly you should read our customer services guide and implement the advice there. Have calls again with talk talk and get them to commit themselves on your recordings that they are not able to help you, that they have no customer service, that they are refusing to give you a contract – et cetera. All of these things are extremely unacceptable and if they have said this to you then it will be useful ammunition. You're not helping yourself by destroying evidence and then failing to get recordings.

 

You could end up with an entry on your credit file and you will regret it for a long time.

 

Send them an SAR. When you've got all your information together then come back here and we can give you some advice. You will not really be able to proceed unless you have gathered information.

[Jimpeccable]

New to this BankFodder... Still learning the dance

[Mr.P]

I was a Virgin National Broadband customer and some time ago they wrote to me to advise that TalkTalk had bought out my contract. I was with Virgin for about 2 years and TalkTalk a year after that. I had never signed a contract with them and effectively out-of-contract with both companies.

 

Can anyone help as surely I would be out of contract in spite of having never signed one with TalkTalk in the first place

 

Two thoughts spring to mind:

 

1. If Talk Talk had "bought out" your contract, it would be reasonable to assume that the same terms and conditions would apply that you had agreed with when signing with Virgin.
   
2. Alternatively, if TT (or Virgin) had informed you of material changes to the contract and you continued to use the service (even if you didn't sign a new agreement), there could be an presumed assumption of acceptance.
   

The fact that TT won't provide a copy of the contract says it all, and a £300 termination fee would almost certainly be deemed an unfair charge. Like you, I would also refuse to pay such a ridiculous termination fee and would be looking at filing a complaint with the regulator (OFCOM ?). But then I don't worry too much about my credit score and would push for extra compensation if they trashed it.

[Andyorch]

The following thread may be of interest to you....

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?465324-TalkTalk-contract-issues-***Resolved***