TalkTalk bill was four times too high

Last autumn I arranged for a new TalkTalk service and agreed a monthly charge of £37.75. The amount would allow unlimited UK calls and internet streaming, and calls the full amount of £1,063.57 over the period of 300 days that this sum has been unavailable to Mr P.”

You say you have changed to another platform. to the US and Canada up to a limit, and acknowledged that I do not and have never had a television.

Every month since, the bill has been wrong, and I’ve spent an hour on the phone to a call centre each time.

The last bill was for £169.66 rather than £37.75, at which point I cancelled

just sends out the same information. RU, WORCS

It turns out that this guaranteed annuity rate pension had been quoted according to your wife’s date of birth but Aviva had failed to personalise an all-important page.

Further to my intervention, Aviva sent you a revised version that shows your wife’s name in the correct place. It also updated your retirement date.

There had also been a misunderstanding about your query, which was what you might get when you actually retire, not what the current value of the policy was.

All this had been the direct debit. I have now switched away from TalkTalk, but am still being harassed for termination charges. The call centre has been totally unable to resolve the situation.

I am tempted to pay the amount being unfairly demanded to resolve this. CAROL BILNEY, SURREY A system error meant that you were being charged for calls that should have been covered within the package.

After I contacted TalkTalk it waived the £285.11 contract breakage fee and reimbursed your £100.12 credit balance. No other money is owed.

Your bills even seemed to confuse TalkTalk.

A TalkTalk spokesman said: “We’re sorry for the billing issue Mrs Bilney experienced.

“We’ve refunded all incorrect call charges, waived the early termination fee and provided a goodwill gesture for any inconvenience caused.”

However, this statement did not match reality.

There was no sign of a goodwill gesture and, when I discussed this with TalkTalk, it described it as the £100.12, which was really the credit balance.

With pushing from me, TalkTalk has now honoured its undertaking to pay you something for goodwill. You have been paid £100.