total cock up
 

firstly i'll say hi being a newbie

my ex partner subscribed to ntl during thier 3 for £30.00 offer but only wanted telephone and broadband so she got 2 for £20.00 but when the engineer turned up he installed all three.when she signed up she recommended a friend and was told that she would get a £30.00 credit she also was told she would get 3 months free,and could pay via payment card.after 4 months the first bill arrived with charges which she had no problem with, the only prob was the fact that she still hadnt recieved the payment card which she had repeatedly rang for and that on the bill there was no credit for £30.00 she repeatedly rang re this matter and was told it was being sorted.
she now rings today to be told her account has been cancelled and the outstanding balance has been sent to a collections agency. is this the normal state of affairs when dealing with these people.
i've told her to draw it out as long as possible and try and get it to court for the publicity as the snotty woman she spoke to this afternoon wasnt interested

Re: total cock up
 

:welcome: to Cable Forum

Is there anything in writing to show that payment was to be by card, or that she would be entitled to a credit. In an ideal world there should be records of the phone calls made, but if ntl have not handled the account in the way expected, i.e. applying credits, issuing payment cards, then it's quite possible the calls and therefore the conversations have not been recorded.

Going to court, needs to be a last port of call, and someone must be absolutely certain of their grounds. It's agreed that services were installed, payment will be due. Costs will be added by prolonging the matter, making things harder to swallow, and court judgements, or even bad debts do nothing to help credit worthiness.

I'm not saying that ntl are in the right here, just that as a mere punter the big boys can have all the clout. Bottom line, when taking any services, get it agreed in writing, despite a call centre's insistence that you don't need to, otherwise it just comes down to unprovable talk.