Really don't know where to turn
 

Hi all. I'm having a few issues with ntl and remembered this site from my days at the TSB Swansea and thought I'd come here for some help (shoulder to cry on).

My story (as concise as i can make it).

In the middle of July I changed my Direct Debit date from the 1st of the month to the 8th. I was assured on the phone at the time that it was done and updated and would therefore take effect immediatly. Lo and behold on the 1st of the next month ntl decided to take the money anyway bless them. I incurred quite a few bank charges due to insufficient funds/dd reversals etc. After numerous calls to ntl to rectify the situation I was getting nowhere so went through to Retentions to cancel my account.

Retentions offered me a credit to my account to cover a proportion of the charges. I accepted this as on the whole I have been extremely happy with the service and didn't want to leave.

Last week I came home from work to find all my services disconnected! I spent over an hour on the phone being transferred straight to the back of the queue on numerous occasions by people promising to put me through to the correct department.

Eventually I was assured that the credit which had not yet been applied would be done and my services restored (I had to make a small payment to cover the outstanding balance - no problem there as I pay what I owe).

Ok - came home today and... cut off again :) Another 30 mins on the phone and was initially told that I had to pay approx £100 and the credit would come off next months bill. In the meantime I would have no services. After much gentle ranting (I really try not to rant as I know what its like to be on the other end) I managed to come to an agreement where the credit would be applied immediatly leaving me with the grand sum of 2.36 to pay! Bargain! At last, someone who sees sense! So I've paid and.. still no services?

Bar emailing some director etc what can I do to get this sorted? Really am frustrated and dissappointed with it all :(

Re: Really don't know where to turn
 

Oh dear no wonder you are unhappy :( I am sure some one here can help you.

In the mean time http://bestsmileys.com/welcome/7.gif to the forum

Re: Really don't know where to turn
 

:welcome: to Cable Forum :D

I suspect that even though the amount you had to pay is miniscule, someone in ntl credit control might have to confirm payment is received before any block on your account is lifted and it gets reinstated. It may be a few days before it goes through automatically. Of course that is not good enough. ntl like to go round in circles with this sort of thing, even if it is an error triggerred in part by their inaction.

It's worth giving them feedback via the Responsetek system. It has direct links into ntl at a high level and does receive attention.

Re: Really don't know where to turn
 

A few days? :o

Well thats goodbye ntl from me then I guess! :D

Is Gareth McWilliams the person to speak with regards Customer Services?


edit (oops how rude of me) : Thanks for the welcome :)

Re: Really don't know where to turn
 

Always fair to provide updates!

Broadband and TV back - hpone apparently will take 12 hours (was done immediately last time lol).

Anyway - managed to get some contact names which I will email tomorrow. I'm not going to be begging for compensation. I'm just going to inform those of a high level where they lost me as a customer so perhaps they make some alterations to get better service to those who remain! :)

Keep up the good work!

Re: Really don't know where to turn
 

Glad to hear that you are getting some were :tu: