NTL won't refund my overcharge
 

Hi,


I hope someone here can help.

I was overcharged by £645.73 by NTL, and have spent the last year trying to get it refunded.

Every time I phone NTL, they agree that I have been overcharged, and they promise to sort it out, but nothing ever happens. The last 5 or 6 times I rang, I said I wanted to cancel, and got put through to retentions who promised to sort it out, but even they havn't managed to resolve it.

I sent 2 recorded delivery letters, and havn't had a reply to either.

I hope someone can help, as it is now well beyond a joke!

Cheers, Des.

Re: NTL won't cancel my account
 

Hi Des the admin on this forum have a very good success rate for sorting out problems with NTL so hang on in there and I am sure one of them will be along shortly to help you :)

Re: NTL won't cancel my account
 

Can you elaborate a bit more please?

Re: NTL won't cancel my account
 

You will be Private Messaged by one of the site admins and asked for your account details, and an explanation of your problem. They will then use their contacts within ntl to try and get the matter resolved for you.

Re: NTL won't cancel my account
 

I assume you wanted me to elaborate Mr. Angry? ;)

On which bit? Why they owe me money?

Cheers, Des.

Re: NTL won't cancel my account
 

Yes Des, if you don't mind.

As Toto says, you'll most likely get a pm asking for specific personal details from one of the moderators but I'd really appreciate whatever background you're willing to divulge.

Re: NTL won't cancel my account
 

No problem.

I cancelled my broadband, phoneline, and tv with NTL in June 04.

Retentions managed to persuade me to keep the tv and phone with a £10pm discount for a year. This discount was never applied. That accounts for £120 of the outstanding amont.

Sometime in September 04 they started charging me for broadband again at £37.99p m, They kept charging it despite repeated phone calls and recorded delivery letters. I finally managed to get them to stop charging for it in sept or oct 05. Total charged £525.73

That makes the total due £645.73

I was out of my initial 12 months contract when I cancelled in Jun04.

I suppose it is some small relief that someone managed to stop it being charged.

Cheers, Des.

Re: NTL won't cancel my account
 

How did you manage to get them to stop charging for BB in Sep/Oct 05. Was it on the premise of a previous undertaking on their part?

Re: NTL won't cancel my account
 

It was one of the retentions team that got it stopped, one of the times I rang up to cancel my phoneline and tv package.

He said he would get the refund done too :(

Cheers, Des.

Re: NTL won't cancel my account
 

It's a burden of proof issue.

You'd need to be able to prove the initial offer / agreement.

Let's see what happens when one of the mods picks up on this and has someone over there look into the issue / account history.

Re: NTL won't cancel my account
 

It will be interesting if it gets looked at, I'll report back if anyone makes contact.

Cheers, Des.

Re: NTL won't cancel my account
 

Thought I would bump this for you, I am very suprise none of the admin have picked this up yet.

Come on lads show Des what you can do :)

Re: NTL won't refund my overcharge
 

Yes, i can help, simply do a web search for the court services money claim on line and submit a summons via the small claims court. This will get their attention. Its a waste of time trying to communicate with NTL. They arent very good at it AND they wont let anyone cancel.

Re: NTL won't refund my overcharge
 

It's not a waste of time contacting them via this forum though. On the contrary, it's usually very successful.

Re: NTL won't refund my overcharge
 

So how did i cancel my phone and tv, Which i must say was quick and easy to do and :Yikes: they even sent a check for the over payment i had made. ?.

Re: NTL won't cancel my account
 

No Idea why the team hasn't spotted this thread before, Maybe we're not quite as perfect as we'd like to be.

DesG, as indicated by others the team does have a high level contact at ntl that has so far managed to troubleshoot where others have failed. If you want us to see what they can find out, please PM some details:
account number, account name, address incl postcode, daytime phone contact and email. Please also provide as much information on the problems as possible so they can ferret around the systems.

I know a lot of the information is confidential. The CF team will only hold it for as long as is needed to see that our contact achieves a resolution.

Re: NTL won't cancel my account
 

Hi Rob,

Thanks for stepping up to the plate :)

I will get the details together and send you a pm this weekend.

Cheers, Des.

Re: NTL won't cancel my account
 

Des, I've received your PM today and forwarded it to our contacts. They are usually quite speedy so I'd hope they will be in touch in a day or two.

Let us know the outcome.

Re: NTL won't cancel my account
 

Hi Rob,

Thanks for your help, I will of course reply back here in due course.

Again, thank you.

Cheers, Des.