I don’t want to TalkTalk anymore

After my husband died five months ago I filled out an online form and received a letter from TalkTalk saying that the change of ownership of our phone account had been completed.

I was given a new account number but I cannot access the account online. The only account I still can access is in my late husband’s name and that one now shows I have a zero balance.

Meanwhile I received a letter asking for £63.52. I didn’t understand all of it but paid up anyway.

By then I had decided to leave TalkTalk and go to another provider. But I then kept getting emails saying that I had to pay an early

termination fee. I emailed back to ask to see the account online. TalkTalk emailed back to say that I must pay this termination fee. I spoke to someone there who confirmed I should not have to. This was also confirmed on the phone the next day.

I have emailed them about this on numerous occasions without getting an answer to my questions. Then the firm blocked my emails to it.

I am at my wit’s end trying to get sense out of TalkTalk. Can you? TB, EAST SUSSEX

All this while you are in a state of grief. After you contacted TalkTalk to advise that your husband, the account holder, had passed away, a new account

was created for you. I understand that the £63.52 charge which you paid covered the last part-month and charges on the old account. It also included some landline usage for calls made outside the agreed plan.

When there is a transfer of ownership the new name is not superimposed on to the old account as might be expected. A new account is set up which requires a completely different set of log-in details.

TalkTalk says that it then received an unsolicited cease order from another provider to take over your services. It said after that you informed it that you had decided to leave because you were struggling to view the bills on My Account.

Further to my getting in touch you report that a very pleasant person called to say that you had nothing more to pay. The latest demand for a termination fee had been sent in error. At my suggestion you have been sent some flowers.

You have successfully moved to the new provider, which you are happy with.

You can download a probate form from gov.uk or call HMRC on 0300 123 1072 for more information.

There is also a lot of online guidance available including via citizensadvice. org.uk (0345 404 0506); bereavementadvice.org (0800 634 9494), ageuk. org.uk (0800 169 65 65) and moneyadviceservice.org. uk, (0800 138 7777). Watch out, as some of the many organisations providing helpful tips may also be selling goods and services.