TalkTalk not really up for waiving fee if you want to leave

27 October 2015

TalkTalk The TalkTalk hack, and the dreadful way they have handled the situation, has seen a number of people looking at taking their business elsewhere - probably somewhere that'll be a bit more vigilant when it comes to protecting customers' personal information.

Well, those thinking of leaving before their contract is up and hoping there'll be no fee, will be left wanting.

TalkTalk have said that they're only going to waive termination fees if a customer has had money stolen from them as a result of the cyber attack.

"In the unlikely event that money is stolen from a customer's bank account as a direct result of the cyber-attack [rather than as a result of any other information given out by a customer], then as a gesture of goodwill, on a case-by-case basis, we will waive termination fees," say TalkTalk.

And there's us, thinking that TalkTalk might actually want to compensate customers after this complete shambles. This is about as little as they could do.

On top of this, there's going to be an investigation set up by MPs about the whole thing, and of course, a teenager from Northern Ireland has been arrested in connection with the hack.

Unsurprisingly, through all this, TalkTalk's share price has taken a kicking this week, but its customers won't care about that too much in the face of this.

TOPICS:   Mobile


  • Richard
    Compensating people to make them stay is one thing but waiving fees knowing that they are leaving is slightly different in my opinion.
  • qwertyuiop
    A gesture of goodwill??????? They should be fking grateful their customers are not trying to sue the crap out of them. This is a data protection breach on the largest possible scale and the fact that they refuse any accountability at all is disgraceful.
  • shiftynifity
    once may be forgiven if shown to be correcting and apologising , twice is really bad,three times is surely careless with peoples data , add the fact that the ceo was not sure data was encrypted ...I also read somewhere that investors/shareholders were really happy that talk talk were not waiving fees for people who wish to leave However from While TalkTalk is playing hardball, don't automatically give up if you're desperate to leave due to concerns about the security of your data. Leading consumer lawyer Mike Dailly, from the Govan Law Centre, told MoneySavingExpert there may be a case to argue against the fee under the Unfair Terms in Consumer Contract Regulations 1999. He says: "If TalkTalk insists on imposing early termination fees, these could be challenged by way of small claims actions in court. [The regulator] Ofcom also has the power to take legal action against TalkTalk from imposing early termination fees here." An Ofcom spokesperson says it is "too early to say" if TalkTalk customers should be able to leave penalty-free. We've done our bit and pored over TalkTalk's small-print, and found three pieces of information that could leave it open to claims from customers who want to escape: Its privacy policy states: "We will only share your information with organisations outside TalkTalk with your consent if we are using information for a purpose other than as set out in this Privacy Policy." Its terms and conditions state: "We take privacy very seriously. We're committed to protecting and preserving any information you give to us and to being transparent about what information we hold and how we use it. We'll only use your information in accordance with our privacy policy, which you agree to by ordering or using a service." Its Ts&Cs also state: "You have other legal rights, including the right to bring a claim for breach of contract for six years from the date of breach." So try sending or reading out this template statement to its customer services (contact details below) to escape TalkTalk's early termination fee: Your privacy policy states my information will only be shared with organisations outside TalkTalk with my consent, and your terms and conditions state you take privacy seriously and are committed to protecting and preserving my information. As your terms and conditions also state I can bring a claim for breach of contract within six years of the breach, as I consider this massive cyber-attack, and the strong possibility my data was compromised, as a breach, I demand you allow me to exit my contract penalty-free.
  • GaryD
    Tried to reason with Talktalk, tried both the suggested wording above and from and hit what I think of as the marshmallow wall of deliberate incompetence that is talktalk customer service. Used the phone, webchat and email. Promised a call within 48 and two weeks later I finally got a call back from someone claiming to be a manager, but who still couldn't do more than parrot the same drivel as the inane email I received about three hours earlier that day (which was the first reply I had received). I'm stupid enough that I put up with their awful service for lower prices for services robust enough to mean that I kept contact to a minimum, but that also meant I've had data taken all three times, being a telephone, TV and mobile customer. The lies and stream of broken promises made on their supposedly recorded calls are probably big hits amongst the call centre staff, who appear to be competing for the title of most ludicrous liar 2015. Here's an extract from my original webchat to illustrate the point: T'ango at 16:32, Oct 31: I understand and we're really sorry about the cyber attack, it was a pure criminal act. I can assure you that its only our website that was affected and not customer's information. Gary at 16:33, Oct 31: - Fewer than 21,000 unique bank account numbers and sort codes - Fewer than 28,000 obscured credit and debit card details (as previously stated, the middle 6 digits had been removed) - Fewer than 15,000 customer dates of birth - Fewer than 1.2 million customer email addresses, names and phone numbers Gary at 16:33, Oct 31: That's from your own website - this is the 3rd time in a year my data has been leaked. Gary at 16:34, Oct 31: And I am really concerned that you are contradicting your own company

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