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Titan cancellation

On May 7th I sent notification of cancellation to Titan and received an acknowledgment stating that the account would be closed.

The Ts & Cs suggest that 30 days is required from their notification for the account to be properly closed.

1 invoice went through during the 30 day period and I let it go assuming it was probably valid and also having read so many negative things about Titan I decided it would be too much hassle to chase. I did, however, ask when the direct debit would close and was told it would close after a final payment and the account closure.

On the 31st day I cancelled the direct debit myself as it's not uncommon for companies to keep it open as long as possible and I'd lost trust with Titan through other people's comments.

35 days after the notification e-mail I received another invoice which is due to be paid by 21st of June.

Titan's phone line is basically non existent; it's a number put on their e-mails as a joke, it's never worked. So I've sent around 4 e-mails, 1 a day since getting the invoice asking for an explanation as to why I've had another invoice for another month of Internet and have had no response.

My worry is that because the direct debit is cancelled the invoice time will arrive and they will try and hit me with further charges.

Is this common, am I in the right? I am prepared to go to OfCom, Trading Standards, Watchdog anyone who will listen if I am right and they decide to try and claim I'm not.
 
Assuming you're not subject to a lengthy contract and another leaving fee then you should not be receiving demands for fresh monthly payments after that 30 day period.

Generally we do sometimes see ISPs miss-billing customers but it doesn't seem to be as common as it use to thanks to stricter consumer protection rules and tougher ADR complaints handling schemes. Titan has had a few in the past though.

In your situation it's important to keep a log of all the communications with Titan and continue trying to contact them about it, especially by phone if you can. This is important because if ever they send debt collection notices then you need to prove your side of the story.

However I do note that customer support certainly seems to be their weak point and recommend that you also try to reach them by Facebook or Twitter as well:

https://twitter.com/TitanADSL
http://www.facebook.com/pages/TitanADSL-Broadband/324507997566360

We’ve also setup an entire section dedicated to complaints handling (take note that we can’t see whether or not Titan are a member of an ADR scheme).

http://www.ispreview.co.uk/new/complain/complain.shtml

If you continue to be billed them let us know and I might be able to look into it, assuming they respond to us. Also feel free to stick a shorter review in here so that your experiences can be shared:

http://www.ispreview.co.uk/review/products/586.html
 
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By the way I notice that they just recently ceased their web hosting and email service. It's beginning to look like something may be going wrong at titan. I've shot off an email to see if we can get some clarity.
 
As it happens, shortly after posting this I got an e-mail from Titan.

They say they've only just received my e-mails, which is odd as I've sent e-mails to others without issue. Maybe their mail server is hosted by the same people who do their phone system. In any case, I think the issue is now resolved but I'll keep any communication I or they have made just in case.

It's a shame because I only migrated because they couldn't compete with the fiber service I've moved to and up until trying to move on I would have given them very positive reviews.

Thanks for your assistance, it is appreciated.
 
It might be because we gave them an email about some related concerns.
 
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