TTB Billing

TTB are now chasing me for a router I sent back in their pre-paid sack. £60 and I still cant talk to them on the phone because the security check of payment method doesn't match what they have for me and I have no clue what it could be.

In reply to a post by Banger:

TTB are now chasing me for a router I sent back in their pre-paid sack. £60 and I still cant talk to them on the phone because the security check of payment method doesn't match what they have for me and I have no clue what it could be.

I assume you have no direct debit it place now, so they have no way of forcibly taking the money.

I think if it was me I would send a strongly worded email to them via [email protected] making it clear you have returned said item and if they want to take you to court even though you have confirmed it has been returned (using their pre-paid sack) you will see them in court. Its not your fault their return mechanism has failed.

TT Raise a complaint

Edited by PCJM40 (Wed 25-Feb-26 14:01:12)

My thoughts exactly.

Do you have a receipt of posting from the Post Office or was it collected?

It was collected for which I have an email proof of posting but I cant for the life of me remember when.

In reply to a post by Banger:

It was collected for which I have an email proof of posting but I cant for the life of me remember when.

have yout tried a search on your emails

In reply to a post by Taras:

In reply to a post by Banger:

It was collected for which I have an email proof of posting but I cant for the life of me remember when.

have yout tried a search on your emails

Yes but I have a few returns around the time I think I sent it and RM doesn't give details in the emails just tracking number.

Well the invoice has now disappeared from my online account since I told them I have reported to Ofcom. So hopefully that is that.

Unbelievable I now have a Collection notice saying my account is overdue and I owe 60 pounds. Is there someone I can complain to?

In reply to a post by Banger:

Unbelievable I now have a Collection notice saying my account is overdue and I owe 60 pounds. Is there someone I can complain to?

Just a thought, if all else fails could you buy a cheap second hand TTB router off Eb*y and send that back saving yourself most of the £60?

I sent one back in January in the pre-paid sack. Where to send to do you know as it seems to not be registering as sent back?

In reply to a post by Banger:

I sent one back in January in the pre-paid sack. Where to send to do you know as it seems to not be registering as sent back?

I personally have no idea Tim as I have never used TTB, I do think you would need to request another pre-paid sack and this time meticulously record/document everything you do as evidence.

In reply to a post by PCJM40:

In reply to a post by Banger:

I sent one back in January in the pre-paid sack. Where to send to do you know as it seems to not be registering as sent back?

I personally have no idea Tim as I have never used TTB, I do think you would need to request another pre-paid sack and this time meticulously record/document everything you do as evidence.

I did this when I first joined after receiving a 2nd router, they sent me a third router!

Anyone know who the CEO is of TTB and email?

Edited by Banger (Fri 27-Mar-26 14:12:10)

https://www.ceoemail.com/ is your friend. It lists the name, e-mail address and phone number for the CEO.

Unfortunately that site doesn't list the CEO or email for TTB just Talk Talk Limited which is now a separate company. It lists the 3 directors but not their emails.

In which case a polite e-mail to the CEO of Talk Talk which handles their consumer business (you can read her profile on the main Talk Talk site here) outlining the problem, telling her that you can find no way to escalate the problem within the bit of Talk Talk that is giving you a problem and asking if one of her team could let you know the correct way to take things forward. There is a demarcation between Business and Consumer arms which is clear from the profiles of the two CEOs on the Talk Talk Group site.

Her contact information is listed on ceoemail.com.

Edited by GonePostal (Fri 27-Mar-26 16:53:33)

You must not understand the abbreviation TTB which stands for Talk Talk Business, a separate entity and no longer anything to do with the Talk Talk Group or Ltd.

Besides this has been going on for months, I emailed the CEO of the group in the vain hope I would get the CEO email of TTB but no reply was forth with.

I am left with no option but to raise a complaint through email to TTB Customer Services who are at best useless.

Quite correct - I didn't understand so apologies.

Interesting that the registered address for both new entities is at the same address at Soapworks, Ordsall Lane, Salford, M5 3TT.

If you are ever passing the place you could call into the Your Business Network office (given as one of the TTB offices at https://www.talktalk.business/lets-talk)

Your Business Network
Metro Riverside Park
Delta Bank Road
Gateshead
NE11 9DJ

to see if anyone there can give you a contact point further up the tree.

Thanks for that, you got further than I did.

Still getting emails for collection notices and customer services cant talk to me because I dont know what the payment method they have for me on their system is.

Is that their only verification method?

Name, Email and current payment method.

Wow!

Could you guess? It'll be a card or DD or BSO?

Tried all 3 and they kept saying that is not what is on my screen and we cant take this conversation any further and ended call.

Email their privacy people and ask for them to remove all data relating to you, since they can't locate your account when you try and contact them they must be mistaken that you even had one and are keeping information about you unnecessarily.

Probably impossible to escape from TTB.

I ceased all their services many years ago, but.... I can still log into "my account.

It shows a number of pages of what I do not have.

I had six rounds of "can you delete my old account now that I have no services with you" "we have deleted that account" "I can still log in" with TTB last year before I gave up

What's worse is they have changed their my account system and I have an activation date of when I ceased the service!

Since they insist on your having an account with them and they will not resolve the problem, make a complaint to them in writing to [email protected] in which you ask them to resolve the problem and pay to you, say £200 for wasting your time. After allowing the necessary time for them to send a deadlock letter or resolve complaint, take the complaint to the Ombudsman and let them sort it out- that way at least you'll get some money to ease your irritation.

WOW they are shoddy!

They have a complaints process here

Maybe worth checking out

Now they want a proof of postage receipt. Considering they sent the pre-paid sack with tracked RM number doesn't inspire confidence that they have a record of the tracking number!

Was it dropped at a Post Office or collected? It would not shock me if they don't have a record of the tracking number.

It was collected so I have sent a copy of the email proof of postage.

Edit: I have found another FOC collection email around 10 days earlier so have sent that as well. That'll confuse 'em.

Edited by Banger (Thu 09-Apr-26 19:47:44)

In reply to a post by Banger:

It was collected so I have sent a copy of the email proof of postage.

Edit: I have found another FOC collection email around 10 days earlier so have sent that as well. That'll confuse 'em.

Excellent! Well fingers crossed 🤞🏻 they check it and confirm it was collected and delivered. I assume it goes to a fulfilment centre

Difficult to tell the tracking just says delivered by NDC Hub which I have no idea what that is and you cant view proof of delivery without the delivery post code which I don't have.

In reply to a post by Banger:

Difficult to tell the tracking just says delivered by NDC Hub which I have no idea what that is and you cant view proof of delivery without the delivery post code which I don't have.

If it was returned using Royal Mail, NDC Hub will be the Royal Mail National Distribution Centre, near Daventry

Edited by GonePostal (Thu 09-Apr-26 20:57:10)

Looks like that is the one then.

Grok has written me a complaint email - what do you think?

Dear TalkTalk Business Complaints Team,I am writing to make a formal complaint regarding an unacceptable error on my account.

Despite returning my router to you in January 2026, you are now wrongly chasing me for a £60 non-return charge. This is completely incorrect and must be resolved immediately.

On 15 January 2026, I returned the router using the prepaid return label / Royal Mail. I have clear proof of return, including:

Tracking number:YR**********GB

Your records have clearly not been updated, and you are now incorrectly pursuing me for £60. This administrative failure is causing me unnecessary stress and inconvenience.I therefore demand that you take the following action within 7 days of this email:

Immediately investigate and confirm receipt of the returned router.

Remove the £60 charge from my account in full with immediate effect.

Provide written confirmation that the debt has been cancelled and that no further collection attempts will be made.

Confirm in writing that this matter will not be passed to debt collectors or affect my credit file

Failure to resolve this fully within 7 days will leave me with no option but to escalate the complaint to the Ombudsman Services: Communications and, if necessary, report the matter to Ofcom for poor complaint handling and unfair billing practices.

I expect a prompt and complete response by no later than 17 April 2026.

Yours sincerely,

Good Morning,

That looks great!

It's frustrating that you have to complain to get this resolved but it's important to challenge business' on their process' and procedures when they are inadequate!

Let us know how you get on.

In reply to a post by Banger:

Grok has written me a complaint email - what do you think?

I put that to the AI on Google for improvement and got this:

This is a strong draft. It is clear and contains the necessary evidence. To make it even more effective, I suggest refining the tone to be firm but professional, which often leads to faster internal resolution.
Here is an improved version that tightens the language and ensures the "threat" of the Ombudsman carries more weight by referencing their own "Final Response" obligations.
Subject: FORMAL COMPLAINT: Incorrect Non-Return Charge - Account Number: [Your Account Number]

Dear TalkTalk Business Complaints Team,
I am writing to lodge a formal complaint regarding an incorrect £60 non-return charge currently applied to my account.
Despite returning my router in January 2026, I am being pursued for a charge that is Factually incorrect. This appears to be an administrative error on your part that requires immediate rectification.
Evidence of Return:
On 15 January 2026, I returned the equipment using your prepaid Royal Mail return label.

Tracking Number: YR**********GB
Status: [Optional: Add "Delivered" if the tracking shows this]

This charge is causing unnecessary concern. To resolve this matter, I require the following actions to be taken within 7 days:

Validation: Immediate confirmation that you have updated your records to reflect the receipt of the router.
Credit: Removal of the £60 charge from my account in full.
Confirmation: Written assurance that this balance is cleared and that my credit file remains unaffected by this error.
Security: Confirmation that this disputed amount will not be passed to any third-party debt collection agencies.

If this is not resolved by 17 April 2026, I will request a 'Letter of Deadlock' to escalate this matter to Ombudsman Services: Communications. I will also consider a formal report to Ofcom regarding unfair billing practices.
I look forward to receiving confirmation that this has been corrected.
Yours sincerely,
[Your Name]
[Your Phone Number]

Key Improvements Made:

Subject Line: Added a clear "FORMAL COMPLAINT" tag and space for your account number to ensure it’s routed to the right team immediately.
Tone: Shifted from "demanding" to "requiring." In the world of telecoms complaints, "requiring action" sounds more like a customer who knows their consumer rights.
Ombudsman Reference: Mentioning a "Letter of Deadlock" is a "power move"—it tells TalkTalk you know exactly how the legal escalation process works, which often fast-tracks the case.
Formatting: Used bolding for the tracking number and deadlines so a busy agent can see the facts at a glance.

Would you like me to add a section regarding any compensation for the "stress and inconvenience" caused?
AI responses may include mistakes.

In reply to a post by Banger:

Difficult to tell the tracking just says delivered by NDC Hub which I have no idea what that is and you cant view proof of delivery without the delivery post code which I don't have.

None of this is relevant, you have proof that the item was handed over to Royal Mail, that's where your responsibility ends. If RM lost it that's not your problem, if TalkTalk's logistics can't scan it that's also not your fault.

Just got a call and they have agreed to close the case and that they have received the router and cancelled the £60 charge and I am free to go.

Got all that put in writing in email so I can just fire off the email to anyone who comes back asking for money.

Another call from TTB Complaints saying the same thing as the previous call, so belt and braces this charge should be dropped.

Well fingers crossed you get an email or some other confirmation from them in writing confirming no charges and no further action required. What a bunch of muppets!

That email doesn't guarantee they wont chase me as I had a similar email 3 weeks ago saying it had been credited then 3 weeks later a collection notice so I am not holding my breath.

No it doesn't, but it does give you ammunition if they do come chasing you for anything!