TalkTalk spoke to my Nan, a lady of nearly 90 years old. During the course of the conversation she 'bought' call divert to mobile (she doesn't have a mobile), she bought supersafe anti-virus (she doesn't have a computer) and she bought an international calls package (she doesn't dial abroad). That was apparently all in 2018 and they've been charging her for it ever since. She has no idea about these services at all, she doesn't ever remember being asked about them and would never consciously want them. When the family realised she was paying twice as much in her bills and found the reason was all these extras, I rang TalkTalk for an explanation. They could only keep repeating that the phone sales person would have read out the terms and conditions so they did nothing wrong. I was asking them to understand that my Nan is way to old to understand what’s going on and she sure would never consciously consent to buying anti-virus. They didn’t care at all. Hence the very negative reviews. From my point of view they exploited her and it makes me very angry.