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Ofcom says TalkTalk is misleading new customers

TalkTalk accused of engaging in slamming

Ofcom concludes its investigation into TalkTalk

Ofcom concludes its investigation into TalkTalk

Ofcom has accused TalkTalk of providing misleading information to potential customers.

Following an investigation into the TalkTalk Group, Ofcom says it is ‘engaging in dishonest, misleading or deceptive conduct by providing misleading information that is likely to affect a customers purchasing decision’. It also accused the telecoms provider of engaging in slamming.

In addition, Ofcom found TalkTalk has failed to comply with requirements around customers termination rights, by not allowing customers to terminate the contract from the point of sale to the completion of the transfer period, without charge and also without reasonable effort. 

TalkTalk respond to Ofcom investigation

TalkTalk now has until the 20 June to respond to Ofcom on the matters above. Ofcom says it expects some of the steps TalkTalk can take to comply with the requirements may include: clearly explaining to customer that they are about to enter into a contract with TalkTalk and ensuring customers are able to cancel without unreasonable effort.

A TalkTalk spokesperson told Which?: ‘We’re working with Ofcom to provide the information they require before their deadline. We take our responsibilities in this area extremely seriously and we’re pleased that Ofcom has acknowledged that complaints are falling’. 

The investigation into the sales and marketing of TalkTalk’s fixed-line telecommunications services, was originally opened by Ofcom in November last year. It followed complaints received by the regulator from consumers who claimed to have been mis-sold a fixed-line telephone service by TalkTalk, or had their service switched without their consent.

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