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.