Thanks XRay - As stated, you are quite correct: my Pipex account had not transferred to TT accounts at the time of migrating to the new ISP, and despite that last letter stating payments transferred to TT would begin in December, I've had no new account number or confirmation, and that's why Mark said he couldn't help until I had a TT account number.

There was a payment taken at the end of November for the usual monthly amount.
My bank details still shows Pipex as a current DD.

Hi trish,

It looks as if there has been an error with closing the pipex Account from what you described. Im surprised you ahvent already tried to resolve this using the number form the Pipex UK website as Im sure the answers to your query can be obtained in a phone call.

If you call the pipex Teams on that nubmer they will be able to confirm the account closure and should be able to ake any adjustments necessary. Failing that I would advise to use the Complaint Code.

Regards

Mark
TalkTalk Online Department

Hi Mark - thank you for the reply.
I hadn't rung the number because I thought to see if I got email notification of billing on 18th as usual, and whether I did or not, then phone and ask.
What I was really wanting was confirmation in writing that my account was fully paid and now closed.

However, I just tried logging into my account and it appears to have been closed. So, I rang the number you gave - this is the same number I requested my MAC code on, but this time I was not speaking to someone in the UK.

I was told not to close my DD yet and to see if I get billing notification on 18th and then call them back after that date to request a manual refund on any amount due back to me (probably the full month).

So, I'll do that and also ask for written confirmation that the account is finalised.
Hopefully all can then be concluded smoothly and the DD cancelled
To be honest, a refund was the furthest thing from my mind and all I wanted was to be able to cancel the DD knowing all was in order.

I did get an email on 18th, and this time I could see the list of bills showing a minus monthly amount (couldn't open the actual bill though).
I phoned that number again and eventually spoke to someone - he said they'll be putting a cheque in the post for a full month refund: £15.31.

I said that I assume I can now cancel the direct debit, and he merely told me again that they're sending a cheque. When I asked again, he said yes.
So hopefully, it is OK to cancel the DD.
Not sure why I was told last time not to cancel it yet, but it looks like all is just about sorted now!

When I checked, I see the two phone calls regarding this refund amount to £5.30, thus reducing the refund by over 1/3 ...typical!

Anyway, thanks for the help Mark and everyone.

Trisha, I would complain at having to pay £5.30 just to leave a service.

Obvisiously I would not call them to complain as you will be out of pocket again.

It seems the "Contact Form" does not work - http://www.pipexuk.com/support/email-us.php

I have sent you a PM with a number.

Mark,

Perhaps as you work for TalkTalk which now ownes Pipex you can point out to a Manager or Director, that those still left on "legacy" services can ONLY call what is actually a "premium" rate contact number as the Contact Form - http://www.pipexuk.com/support/email-us.php does not work!

Just a helpful point.

Thank you CJT - I don't see a PM from you, but not to worry, just pointing out the problem perhaps will result in changes.
The email addresses that are/were on the same contact info pages don't work either - both times, all I got was a reply telling me to complete the online form, which of course is not actually there!

All I wanted was something in writing - whether letter or email - that my account is now closed. A refund wasn't my main objective at that time, but seeing I'm entitled to one, it's ironic that getting it costs so much in phone calls.
Having the right paperwork or email confirming that I can cancel my DD was all I was really concerned with.

We also moved our phone call service at the same time, and BT sent a letter followed by a partial refund that we didn't even have to ask for.

I was told by Pipex/TalkTalk that a cheque will arrive within 28 days, so hopefully there'll be some sort of confirmation enclosed. The cheque alone is pretty conclusive too I suppose.

Just trying to avoid any possible problems due to admin errors or similar.

Hi CJT,

Im more than happy to provide this feedback however the 0871 663 3300 number isnt premium rate, its a non-geographic rated call.

@Trish - im glad to see you ahve managed to resolve this issue.

Regards

Mark
TalkTalk Online Community Department

In reply to a post by TALKTALK_SUPPORT:

Hi CJT,

Im more than happy to provide this feedback however the 0871 663 3300 number isnt premium rate, its a non-geographic rated call.

@Trish - im glad to see you ahve managed to resolve this issue.

Regards

Mark
TalkTalk Online Community Department

It is a premium rate call if you use your mobile. O2 charge at 38.5p per minute! 0871 numbers (even 0800) are not included in your monthly call minutes. Yet another example of rip off Britain.

Thanks Mark. I've cancelled the DD, just waiting for a cheque now.

It can take a long time to get through with these call centres, and even if not premium rate, it can add up. I don't get 08 numbers and similar included in my 'free' minutes with my phone service.
Another reason a UK standard number or an email address would be useful - even if only for billing and account finalisation.