Iain’s account was closed

IN August, Iain Dunn, of Lochwinnoch in Renfrewshire, got in touch with TalkTalk for a chat about his broadband and TV package.

He had come to the end of the agreed contract. Initially, he plumped for a new broadband and Plus TV deal, but a few days later decided it wasn’t for him.

He phoned to cancel the whole thing and had decided to move to another provider.

But, instead of rolling back to the terms of his original contract, which would have allowed him to exit the deal without penalty, Iain was charged a cancellation fee.

And so began four months of difficulties.

At one point TalkTalk reckoned he owed £222.25 for breaking his contract and was charging £10 each month for late payments.

Iain challenged it to show any usage. It couldn’t, of course, but the problem didn’t seem to be going away. He wrote to Raw Deal. The problem at TalkTalk seemed to be simple human error. A spokesperson told us: “We are very sorry Mr Dunn had difficulty when changing his TalkTalk service.

“The account has now been altered and we have credited the wrongly applied charges.”

Iain told us: “TalkTalk finally waived all charges. I have confirmation of their action via email and my account is now closed.

“May I thank you for your help in bringing my complaint to a satisfactory conclusion. Without you, I dread to think how long it would have dragged on.”