TalkTalk and Tiscali in £2.5m customer refund after legacy billing system problem

TalkTalk and Tiscali in £2.5m customer refund after legacy billing system problem

TalkTalk blames raft of former systems that have now been replaced

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TalkTalk has repaid nearly £2.5 million to customers, following serious problems on a legacy billing systems.

After TalkTalk acquired Tiscali in 2009, and following the OneTel acquisition, it found it was running nine billing systems. Major problems emerged and thousands of customers complained they were being billed for services they had not used.

TalkTalk yesterday declined to say exactly which system was at fault, other than to indicate it came from the original Tiscali setup. The system has now been removed. An average of £40 has been paid to each of the 62,000 customers affected. Before the repayment, customers had complained of aggressive demands to pay bills they did not owe.

A spokesperson at TalkTalk’ said that the company's own ‘Trio’ (The Right Information Online) platform had now replaced all billing systems in the group. Trio is understood to be based on technology from suppliers Chordiant and Tibco, though TalkTalk declined to comment

“We moved all of our customers to our single billing platform at the end of January, and our focus on resolving any outstanding billing issues continues,” said the spokesperson.

However, regulator Ofcom said it had also issued a further information request to TalkTalk, in order to determine the exact level of compliance and remedial action the company has taken.

Ofcom said it had ruled out issuing a fine for the moment, but was continuing to watch how TalkTalk dealt with customers. “Despite the actions taken by TalkTalk and Tiscali UK, Ofcom is still receiving some complaints,” the regulator said.



  • Petya I closed a Tiscali account last October cancelled direct debit etc and paid off remainder by cheque Yet every month since TT has tried to take money from my bank account via direct debit and have been sending threatening final demand letters The frustrating thing is that when spoken to on the phone they agree that the account is closed and there is nothing outstandingthen the next month the same thing happens direct debit attempt followed by threatening letterHowever if you are having trouble with Talk Talk reference this matter ring 0800 5428073 as this puts you through to a more helpful group based in Ireland I think The normal phone numbers on your bill get you the usual IndianEast Asian call centres who cant really help with this matter
  • uksnapper Too late for us we issued a summons for a refund in the county court last week after months of procrastinationAll Talk Talk and no actionI recommend anyone with outstanding refunds to do the same
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