I got a bet­ter deal but bill went up

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I had a TalkTalk Essen­tials TV, broad­band and phone pack­age for 24 months, which ex­pired. I do not have a TV set but the price at £28 a month was OK.

TalkTalk of­fered a new pack­age for £23. I signed up to this but my next bill was £41.

Can you find out how this can be? I am in my 80s and am not well off. HF, DEVON

You had switched to a new tar­iff around three quar­ters of the way through the month.

What was not ex­plained to you – or to me when I got in touch with TalkTalk – was that the new pay­ment plan was payable in ad­vance while some money was still owed un­der your most re­cent ar­range­ment.

It was only when I told TalkTalk that this must be the case that it es­tab­lished that it was. So £18 was still out­stand­ing for what you owed and £23 rep­re­sented the first pay­ment for the new plan.

TalkTalk has re­im­bursed £18 to, in its words, make up for any con­fu­sion.

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