Major Billing Headache - Please help
 

Hi,

Ok bare with me this is a long one!

In December 05 I had 2mb Broadband added to my GF's acc (I am named on the acc). For some totally unknown reason a member of CS took changed the name on the billing details. Called them up the same day to adjust the name, was told it was done. Actually NOTHING was done so no DDebits went of for Dec and Jan. Feb came around and NTL send this email:

Notification of Direct Debit Amount Due

The Direct Debit payment with respect to your ntl:home internet account is now due for £123.40 and will be collected on or immediately after 03/03/2006. Please note that no action is required as payment will be taken automatically.

For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.

....

Now it doesnt take a huge amount of thinking to work out that bill cant be right for a 2mb service installed in Dec 05. Called them up and found that they were trying to charge for a 1mb AND 2mb line to our house and not only that.... they STILL had the DDebit details wrong, the same details that were 'changed' in Dec. Ask to speek to various depts, they assure me the 1mb acc has been removed and I get two months credited back to my acc for the mess around.

Back to today and this email arrives.

Notification of Direct Debit Amount Due

The Direct Debit payment with respect to your ntl:home internet account is now due for £116.40 and will be collected on or immediately after 31/03/2006. Please note that no action is required as payment will be taken automatically.

For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.

.....

Err £116 for 1 months worth of 2mb aint at all right (No ****! lol) so I call up CS to be told that im being charged for a 1mb AND 2mb line still! I didnt go ballistic at the CS guy I cant stand people that do that, but I did explain that im not at all happy and that something needs sorting out asap... only to be told that I cant talk to anyone as everyone is in a meeting! The cheek!

Please if anyone can kick some NTL ass I would appriciate it as im ready for jacking the service in today as I have more than sufficient grounds to terminate the agreement.

Cheers one and all.

Re: Major Billing Headache - Please help
 

You know the score - PM me your name, address and account number and we'll get some excellent ntl people on the case :)

Re: Major Billing Headache - Please help
 

All I owe is the amount for 2mb Broadband for THIS month... no more no less.

... I would be interested to hear what NTL are prepared to do for me to keep me with them, I think ive been too fair on them to date ;-)

---------- Post added at 12:54 ---------- Previous post was at 12:45 ----------

.... Just to update, a member of management is due to be calling me back 'today'... will keep you abreast..

STILL waiting for that call - 13:44

Same as at 14:33 - grrr

Re: Major Billing Headache - Please help
 

Ok.... still not a peep from a manager, they got till 2moro to call and offer me a VERY good reason as to why *they* NTL havent bothered to pay attention to any of my phone calls this last 4 months. :td:

If I ran my business like this I'd be in need of finding a way to hook up my 2mb line to a cardboard box! :dozey:

Re: Major Billing Headache - Please help
 

As Russ has said, if you want to PM details to a member of the CF Team we will forward it to our ntl contacts who operate at a senior level and have proven to be able to cut through the red tape that is ntl. Ok it shouldn't be necessary for you to have to resort to this, but it's a service we are pleased to offer.

Re: Major Billing Headache - Please help
 

Update-

The Manager that was supposed to contact me with 24 hours didnt, called back last night only to be promised a call at 'somepoint'. Took the names of managers present and made it clear that it really was in thier 'best interest' to call me back this morning.

Some how I get the impression no-one really gives a whotsit so I might as well unleash some more firm tactics on them. ... ... anyone know the number for the A-Team?

Re: Major Billing Headache - Please help
 

see posts 2 and 5.

Re: Major Billing Headache - Please help
 

Sorry, what you getting at? Yes I know these seriously cool people are there to help, but im giving the people that are supposed to help me out the chance to actually do so ... more from the point of view that they shouldnt be let off the hook for screwing me about!

Re: Major Billing Headache - Please help
 

The contacts that Cable Forum have are within ntl- so if you pass details through us it will be ntl resolving the problems.

All complaints that are received through cable forum and logged by ntl and fed back, so your problem will be resolved and ntl will be made aware of the issues and work to prevent these from recurring.

However, if you don't want the problem sorted then :shrug:

Re: Major Billing Headache - Please help
 

You could be waiting a very long time. I would take the help you have been offered on this forum. Trust me it works :tu:

Re: Major Billing Headache - Please help
 

Ok I guess its like this...

I want compensating - Ive been mucked about left right and centre, overcharged to the point of oh so nearly causing my partner SERIOUS financial issues.

NTL owe me bigtime and im not backing down until I feel I have been compensated to a decent level, be that an upgrade in service, reduction in my current service price - whatever it maybe I feel its time for NTL to start paying for the screw ups!

Re: Major Billing Headache - Please help
 

You know what to do....

Re: Major Billing Headache - Please help
 

I think you're deliberately doing your best to let them make the hole they have dug even bigger so you can increase your chances of compo. why else would you decline the assistance offered by cable forum.

why else would you be enduring this:-

Re: Major Billing Headache - Please help
 

He has now sent us some details and I know our ntl contacts are on the case ;)

Re: Major Billing Headache - Please help
 

I agree though, if they're caused you financial problems you should be compensated. Make sure you have proof - bank statements etc of any bank charges/losses incured.

Re: Major Billing Headache - Please help
 

You're not entitled to any compensation with a residential BB service.

If you had a business package, there would be Service Level Agreements (SLAs) in place so that if predetermined standards are not met then there are procudures in place to deal with this.

There's nothing in place with (any) residential service.

I must be honest & say that if I were ntl I would tell you a big fat no, & if you asked to be disconnected/threatened to go to BT/Sky etc I would arrange the disconnection myself.

Your attitude stinks, I know you have been messed around by ntl (who hasn't?), but you have been offered the chance to get it resolved, but I don't think you want it resolved quickly, I think you are happy for it to drag out in the hope of a bill reduction so that make you appear like a freeloader.

You have been rude to the people on this board, & I don't personally appreciate that, these people have offered to help you in their own free time & yet you don't have the decency to thank them?

Poor, very poor.

Re: Major Billing Headache - Please help
 

To be blunt, why the hell shouldnt I? This has been ongoing now since Dec 05, ive been as nice as pie with NTL about all of this so far, but its gone too far. If they continue to dig a bigger hole is that my fault? Its them who continue to break promises, not me! I have as it happens contacted the Forum team, but to be honest that shouldnt grant NTL a 'get out of jail free' card.

I have been promise TWICE to expect phone calls from managers and so far that hasnt happened. Prinicple - think about it, should they be allowed to get away with this time after time?

The guys here on the forum are fantastic and they really do provide an awsome service - I just cant help but feel though that its granting NTL an easy way of sorting out problems that they should be able to deal with at a CS level.

NTL's screw ups have made me look like an idiot in the eyes of my partner. I asked her to add the Internet connection to the account when I moved in, its her they are trying to 'steal' hundreds of pounds worth of money from that they dont have any right to collect. You really expect me to let them off after all this - especially when its ME that has tried to reslove this issue over six times now!?

:td:

---------- Post added at 14:29 ---------- Previous post was at 14:25 ----------

Hang on, how have I been rude to anyone? You might find that ive THANKED people for thier offers to help via PM's.

ThankYOU very much!

And for the record I have already taken the offer of someone for help, prior to your post, might have been worth checking that out before accusing me of freeloading! Were talking a 48 hour wait... I havent been holding out for months and months!

I really cant understand how your having trouble understand why im so friggin ****ed here. If I promised to call one of my clients via my business I would call them. Simple!

Re: Major Billing Headache - Please help
 

so what are the financial problems it's caused you and your g/f? has it caused bank charges?

Re: Major Billing Headache - Please help
 

er hangon a mo, the OP came here with a problem created by ntl, yet we seem to be having a go at the OP for being upset at ntl's performance :spin:

It's up to the OP if he chooses to accept our offer or not. As it is he has, but it's quite reasonable for him to have delayed that when he was waiting for a call back that he'd been promised would ocurr. I can also understand that there is a reluctance to ask third parties, such as CF, to handle private customer details when realistically a new site member knows less about us than they do about ntl (we are trustworthy, honest :) ).

Re: Major Billing Headache - Please help
 

Sorry pal.

I actually said 'Oh so nearly caused major issues'. Sorry if that caused any confusion.

We sent back DDebit details as someone in CS changed them without us asking them to. Luckily for my GF I checked her NTL email address (which we never use) sat there was an email telling us they (NTL) were about to bill us £116!

---------- Post added at 14:56 ---------- Previous post was at 14:52 ----------

Thanks for your decent attitude - one I feel *others* could benefit from.

I think if im honest my main reasons for been somewhat stuborn in the first instance is down to the fact I run two businesses myself one being a gym Edit-Spam Removed , the other being my own carear in films/tv Edit-Spam Removed . Both sectors are notorious for coming down hard on people that dont stick to promises, especially to do with contacting clients - I guess im used to that enviorment and expect it of all business.

Oh sorry for the blatent plug of my websites .. hehe :-P

Re: Major Billing Headache - Please help
 

I might if I could see those PMs (which I can't) & I've just read the thread over again & still see loads replies to your post but no thank you. :td:

No need to thank me.

The posting times crossed-when I was making my post you hadn;t taken up the offer of help-simple.

And you were offered assistance here several times.

I totally understand why you feel so angry with ntl, but letting them drag their heels in the hope of some extra compensation is just poor & that's what makes you look like a freeloader.

They may be in the wrong for not calling you, but you are just as bad for looking for ways to get extra compensation (which as far as I can see you're not entitled to anyway)

Not relevant, we all know how cr@p ntl are at CS, ringing people back & generally offering good CS, but I get the impression that you relish the failure as you see it as a way to get some 'compensation' for your hurt & suffering that's been caused by ntl's incompetance.

Re: Major Billing Headache - Please help
 

I personally think, assuming your side of the story is everything (as there are 2 sides to every story!)... if it was my company the most sensible solution would be to clear your account and start again. ie. put you in a position where you are charged from today onwards and write off any charges prior to today. I think that makes sense as if you can not charge a customer correctly and have overcharged them substantially then you should do the decent thing and offer some kind of good will. and to be honest that probably would be giving you more than you deserve BUT it's better to do that than short change a customer (in terms of service).

nice plug on the web site, we'll all steer clear of north yorkshire in case we get our backsides kicked!

Re: Major Billing Headache - Please help
 

Hi,

Thanks to all those that helped out you were very helpfull.

The issue has been resolved to my satisfaction. Thanks again. ;)

Re: Major Billing Headache - Please help
 

Pleased to hear it :D