Talk Home Mobile
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AVOID - Monthly subscriptions are really 12 month contracts
AVOID Monthly subscriptions unless you are happy being tied in to 12 month contract with cancellation penalties. NOWHERE on their webpage listing Monthly packages does it mention 12 month contracts. Under the FAQ “What is a SIM-only deal?” at the bottom of the page it says “The SIM-only deal is a no-contract mobile service where you don’t have to tie yourself into a long-term mobile phone contract. You pay monthly for …”. Having clicked on “View Plan Details” for any of the packages, NOWHERE does it mention 12 month contracts. Under Terms & Conditions it says “This is a monthly subscription contract that automatically recurs every 30 days.” Only after clicking on the “cancellation policy” or a further “Terms & Conditions” link does it take you to the full Ts&Cs where it says “By entering into this Agreement, you commit to be a Talk Home customer for at least 12 months” and “If you choose to end this Agreement before the initial 12-month period ends, you agree to pay us a Charge equal to the cost of your plan multiplied by the number of remaining months”. I ordered a SIM on Thursday 8th and received an order confirmation, NOWHERE did it mention 12 month contracts. As in other reviews, I received an email on Friday 9th re the updated Terms and Conditions, giving me until Tuesday 13th to cancel my subscription if I did not accept the updates. Today is Monday 12th, no SIM has arrived, I contacted TalkHome via chat and cancelled my subscription and requested a full refund under the terms of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. They confirmed that my subscription would be cancelled and that a refund will be processed in the next 4 to 5 working days. Time will tell. UPDATE 13th June ..... I have been contacted by Talk Home. They state "we have cancelled your contract" (I checked, they have) and also refunded the transaction (I checked, they have not). They go on to say "We understand , the miscommunication has badly affected your experience." My reply "You suggest my experience has been affected by “miscommunication”. I would suggest that miscommunication is an understatement, I would say “misleading” or “mis-selling”. The TalkHome home page still states “No Contracts – No more long-term contracts. Only get what you pay for with our SIM-only deals”, and under the FAQ it still states “The SIM-only deal is a no-contract mobile service where you don’t have to tie yourself into a long-term mobile phone contract. You pay monthly for cheap plans…”. If these texts are intended to relate only to “Pay as you go” rather than to “Monthly” then this is not stated anywhere. Further the Terms & Conditions for any of the monthly subscriptions still state “This is a monthly subscription contract that automatically recurs every 30 days”. As explained in my TrustPilot review it is only when following further links to “cancellation policy” or “Terms & Conditions” that it states “Monthly Plan Policy … By entering into this Agreement, you commit to be a Talk Home customer for at least 12 months. If you choose to leave early, you may have to pay some of the remaining charges” and “If you choose to end this Agreement before the initial 12-month period ends, you agree to pay us a Charge equal to the cost of your plan multiplied by the number of remaining months”. I will provide further updates should Talk Home decline to respond to the review here in Trustpilot.