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archon · 09-01-2007, 16:11

Arrgh.

I wanted a direct debit date changing to the beginning of the month when I had the money in the relevent account to pay the bill (I'm not exactly well paid here)

A simple change that they were only too happy to make.

Except this is the 14th month running they have been unable to make that change. Every time I've asked, I been given a response something like:

"No sir, I don't know why that didn't work last month, but I've definitely made the change and it is effective now."

And nothing changed. NTL have made many, many agreements to take my money at the start of the month, (y'know when the cash is actually in that account) and have broken their word and tried bouncing my account many more times.

I've spent many hours on the phone and since the account goes overdrawn, and they are quick off the mark to actually disconnect despite the history, many days of no service. (Five full days to reconnect is the record so far) And have made many complaints.

In November, I found a customer service fellow who actually seemed to know the system and cancelled my exisiting Direct Debit agreement and set up a new one. He went a long way towards making up the goodwill lost.

Then last month, inconcievably, NTL ignored the active Direct Debit mandate and apparently tried to draw against the old one which *they* cancelled.

"Terribly sorry sir, but we've fixed it now."

This month, I was not surprised to find that they hadn't. I tried to sort this out again on Friday (Having just come back to the area after the holidays to find the bill) to find that 'the computers were down.' The next working day, the computers were apparently up for long enough to suspend me, (I was busy 'till late) and today, when I try to sort this out. Again, the computers are down.

This is the fourteen month and I'm fed up of having verbal complaints ignored and agreements dishonoured. I have no idea how something so simple can be dropped by the system repeatedly, and cause such horrendous problems. I'm stuck with NTL and only want this to work. I am absolutely at my wits end and have no recourse other than going the formal complaints route.

(Shrugs) I don't have much hope of them listening to a written complaint either. Wish me luck, folks.

-------(Update)-------------------------------

After phone call to attempt to get reconnection - No the systems aren't up yet.

And apparently it is my fault for not making payment. I tried to explain that with a direct diebit it is up to them to initiate the collection (and they aren't, as they seem to be using the DD agreement they cancelled.) but apparently that wasn't helpful and I could either listen to the customer service person tell me it's my fault or be hung up on.

Help.

09-01-2007, 16:11	#162
archon Inactive Join Date: Jan 2007 Location: Hampshire Age: 54 Services: NTL Broadband and Telephone. When it actually works, that is. Posts: 2	Re: ntl complaints procedures. Arrgh. I wanted a direct debit date changing to the beginning of the month when I had the money in the relevent account to pay the bill (I'm not exactly well paid here) A simple change that they were only too happy to make. Except this is the 14th month running they have been unable to make that change. Every time I've asked, I been given a response something like: "No sir, I don't know why that didn't work last month, but I've definitely made the change and it is effective now." And nothing changed. NTL have made many, many agreements to take my money at the start of the month, (y'know when the cash is actually in that account) and have broken their word and tried bouncing my account many more times. I've spent many hours on the phone and since the account goes overdrawn, and they are quick off the mark to actually disconnect despite the history, many days of no service. (Five full days to reconnect is the record so far) And have made many complaints. In November, I found a customer service fellow who actually seemed to know the system and cancelled my exisiting Direct Debit agreement and set up a new one. He went a long way towards making up the goodwill lost. Then last month, inconcievably, NTL ignored the active Direct Debit mandate and apparently tried to draw against the old one which they cancelled. "Terribly sorry sir, but we've fixed it now." This month, I was not surprised to find that they hadn't. I tried to sort this out again on Friday (Having just come back to the area after the holidays to find the bill) to find that 'the computers were down.' The next working day, the computers were apparently up for long enough to suspend me, (I was busy 'till late) and today, when I try to sort this out. Again, the computers are down. This is the fourteen month and I'm fed up of having verbal complaints ignored and agreements dishonoured. I have no idea how something so simple can be dropped by the system repeatedly, and cause such horrendous problems. I'm stuck with NTL and only want this to work. I am absolutely at my wits end and have no recourse other than going the formal complaints route. (Shrugs) I don't have much hope of them listening to a written complaint either. Wish me luck, folks. -------(Update)------------------------------- After phone call to attempt to get reconnection - No the systems aren't up yet. And apparently it is my fault for not making payment. I tried to explain that with a direct diebit it is up to them to initiate the collection (and they aren't, as they seem to be using the DD agreement they cancelled.) but apparently that wasn't helpful and I could either listen to the customer service person tell me it's my fault or be hung up on. Help.