Cable Forum - View Single Post - NTL at fault

LixeL · 20-12-2006, 20:29

I had similar thing with BT once, they installed a new line somewhere further up the road (about 1/4 mile up the road), got our house number on their system and then kept trying to bill us.

Everytime I rung them up and told them it was like arguing with a brick wall to convince them they had the wrong address and that I wasn't the person with the BT line (was with NTL and had been for a couple of years). Each time they said they would stop the bills and correct it.

Then about a month later another reminder would arrive, this went on for about six months, until they then sent a court summons. I rang up and went ballistic and it finally was sorted.

The moral of the story is, its not NTL, its endemic of customer service these days in most firms, and in reality its probably not really the customer service people. They are probably so stressed with non working systems, crud wages and so on they dont have a chance to do the job right.

I would suggest a letter (recorded) to the complaints department, simple and clear, they have the wrong address, they have made a charge because they have the wrong address and you didnt get the bill in time, please cancel the charge. Include a photocopy of the incorrectly addressed bill which also shows the disputed service charge.

If you dont get a reply within 2 weeks, resend another copy of the letter with a note stating this is the second letter.

This way, with it done in writing you should have recorded documentation.

Good luck.

20-12-2006, 20:29	#2
LixeL Inactive Join Date: Sep 2006 Posts: 31	Re: NTL at fault - not me! I had similar thing with BT once, they installed a new line somewhere further up the road (about 1/4 mile up the road), got our house number on their system and then kept trying to bill us. Everytime I rung them up and told them it was like arguing with a brick wall to convince them they had the wrong address and that I wasn't the person with the BT line (was with NTL and had been for a couple of years). Each time they said they would stop the bills and correct it. Then about a month later another reminder would arrive, this went on for about six months, until they then sent a court summons. I rang up and went ballistic and it finally was sorted. The moral of the story is, its not NTL, its endemic of customer service these days in most firms, and in reality its probably not really the customer service people. They are probably so stressed with non working systems, crud wages and so on they dont have a chance to do the job right. I would suggest a letter (recorded) to the complaints department, simple and clear, they have the wrong address, they have made a charge because they have the wrong address and you didnt get the bill in time, please cancel the charge. Include a photocopy of the incorrectly addressed bill which also shows the disputed service charge. If you dont get a reply within 2 weeks, resend another copy of the letter with a note stating this is the second letter. This way, with it done in writing you should have recorded documentation. Good luck.