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dawn2ex · 25-08-2006, 10:26

After 3 relatively pain free years with NTL, I have decided to fly the nest on the advice of Amanda in Retentions. All I can say is thank you; I have secured a fantastic deal with another company.
The customer service that I have endured from NTL has been in one word 'terrible'
I was thinking about changing companies in March of this year and a very helpful lady (Sam) offered some incentives (discounts) to stay, which I chose to accept. The following month one the discounts was not applied so again I spoke to retentions where again I spoke to another helpful person (Simon) who said he would offer me a further discount because of the inconvenience(this was an increased amount so obviously I was more than happy to accept). My June bill went through fine but my July bill did not show this discount so again I spoke to retentions which are where the problems began. I was told by Brett that Simon should not have offered these discounts and because Simon had now left NTL Brett would not honour these. After a lengthly discussion, he eventually agreed to honour the discounts until April 2007. Guess what.... my August bill arrives without all the discounts and also a bought forward amount that should had been waived by Brett from my July bill. Again spoke to retentions (Amanda) who basically said that she would not honour the discounts as there was nothing in the notes from Brett to say I should have had these (surprise surprise!!) even though I confirmed the details with Brett at the end of our telephone call. She offered a discount which was considerably less than the one previously agreed and suggested I look around for some better deals as there were plenty out there.
Just to say I have and would like to offer my thanks to Amanda for the advice....

25-08-2006, 10:26	#1
dawn2ex Inactive Join Date: Aug 2006 Posts: 3	Advised by NTL to look elsewhere..Thanks After 3 relatively pain free years with NTL, I have decided to fly the nest on the advice of Amanda in Retentions. All I can say is thank you; I have secured a fantastic deal with another company. The customer service that I have endured from NTL has been in one word 'terrible' I was thinking about changing companies in March of this year and a very helpful lady (Sam) offered some incentives (discounts) to stay, which I chose to accept. The following month one the discounts was not applied so again I spoke to retentions where again I spoke to another helpful person (Simon) who said he would offer me a further discount because of the inconvenience(this was an increased amount so obviously I was more than happy to accept). My June bill went through fine but my July bill did not show this discount so again I spoke to retentions which are where the problems began. I was told by Brett that Simon should not have offered these discounts and because Simon had now left NTL Brett would not honour these. After a lengthly discussion, he eventually agreed to honour the discounts until April 2007. Guess what.... my August bill arrives without all the discounts and also a bought forward amount that should had been waived by Brett from my July bill. Again spoke to retentions (Amanda) who basically said that she would not honour the discounts as there was nothing in the notes from Brett to say I should have had these (surprise surprise!!) even though I confirmed the details with Brett at the end of our telephone call. She offered a discount which was considerably less than the one previously agreed and suggested I look around for some better deals as there were plenty out there. Just to say I have and would like to offer my thanks to Amanda for the advice....