Has Anyone Had Loads Of Problems With Talk Talk In The UK?

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We don't have Talk Talk (used to be Tiscali, apparently) but Mum does...and she wishes she never got "converted." To cut a long story short, she switched from BT to Talk Talk in May last year and receives her bills via my computer (100 miles away) as they charge £1.50 a time for paper billing. Then the money comes out monthly via direct debit. Talk Talk have recently decided to give Mum a broadband connection after constant telephone calls telling them she did not want it at as she has no computer. "It won't cost you any extra" they told her but she repeated, "No, I don't want it." Anyway, on Christmas Day I think it was a message was sent to her telephone saying that her broadband had been connected. This was after I had cancelled it at her house a couple of days before! On checking her bill online yesterday, I was mortified to discover that she has been charged just under £30 for a broadband connection, which made her bill well over £40 instead of around £15 or so for the calls. Now, I don't wish to slag off call centres outside of the UK but I am afraid the Talk Talk Call Centre is based abroad (probably India) and I think they are trained to say things like "Wait a moment, I shall speak to my supervisor" and you then get cut off. This has happened to me and Mum. They have told Mum that she will be reimbursed the money (they were trying to credit her telephone bill but she wants it in her current account and rightly so) but it "can take up to 5 days!" I'm convinced they are not going to cancel it, I really am. So, what do I do now? Do I send them a letter on Mum's behalf as that would be a UK address, or what? Has anyone else had similar problems? Mum has already found out that a staff member at work had this broadband connection charge and she'd not asked for broadband but Mum forgot to ask her if she'd got her money back. Should I contact 'Watchdog?' Either way, we're both fed up of Talk Talk in a BIG WAY!