Quote:
Originally Posted by cherylsmith1982
Before writing a letter, I'm going to try calling them again. Maybe I just got a useless CSA?
If I write to them and dont get a response, I dont want them to be adding more charges on the bill in the meantime.
I'll keep you updated - if I manage to get through to someone.
thanks again for your replies.
I am new to this forum and I'm finding it, sorry to say, but very reassuring to know that its not just be that seems to have problem after problem with ntl
---------- Post added at 13:14 ---------- Previous post was at 13:13 ----------
hmmm, just noticed a complaints number on the back and I'm now wondering if its worth calling that one instead.
---------- Post added at 13:33 ---------- Previous post was at 13:14 ----------
Very glad now that I rang them back. I spoke to a very nice man (a very very nice man), who was very helpful.
A copy of the bill in question has been ordered for me and should be in the post as of today. The late payment charged has been dropped because of the circumstances (wrong address). The address on the system WAS correct but he said that they have recently had a new system installed so the error could very well be down to that. The bill that I have actually received anyway is completely different to what he could see on his system so even that is a complete cock up!  I am being told that there will be no service charge on the bill that is being sent out (as that is an error anyway) and no late payment fee's.
This is the exact reason why I cancelled my direct debit with ntl!
10 out of 10 for that customer advisor! 
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Thing is, somebody, a human being, has ballsed up somewhere, there is no such a thing as computer error, somebody has to input the information, somebody explain how this persons address could have been mistaken apart from somebody, not a computer, actually inputting the wrong address.
Furthermore I see this as a confidentiality matter as far as data protection is concerned, I would report them.
Hope everythings ok now
---------- Post added at 11:48 ---------- Previous post was at 11:43 ----------
Quote:
Originally Posted by nffc
You're entirely right there. We were always told to (and worked on the basis that) we were taking the calls, and we need to decide whether passing the call over to someone else was going to make a difference.
In other words, get details of the problem, if you can sort it yourself, then do it, if you can't, then pass it over. Sometimes it can take about 4-5 minutes to find a manager, and then fill them in on the details, then the caller has to start again from scratch - in which cases, it's quicker to deal with it yourself if you can.
Yeah, that's probably because the CSA didn't think it was appropriate for him/her to deal with it... and decided that it would be better for you to speak to someone higher up.
If you ask for a manager straight away that is likely to mean you're going to get fobbed off or something, because it's almost like saying to the person "Oh by the way, I have zero confidence in your ability to do your job" without actually knowing.
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If on the other hand " I " and not the csa decide I am getting nowhere I have a right to speak to a manager, some csa's are not the brightest pennies in the bank, and at the end of the day I pay towards the wage bill.