Hello Everyone
This is my first time on the site. My problem with NTL ( National Theiving Limited )
Episode 1: When I started the service 2005 I had 1 line and an internet service then I requested a second line for my fax I was told I would be charged £5 for the fax line lo and behold I check my bill after a couple of months and I was charged £11. I contested the amount and I was refunded 3 months money and was told that the person should not have authorize such a deal ha! ha! I am someone who just pay my bills and dont really go through them with fine tooth comb.
Episode 2: First let me make a confession I am a very high call user.I call the States and the Caribbean very regular.I am on talk unlimited because I can make call upto 1 hour and its free so I terminate my calls within an hour. The person who I spoke to re: fax line, notice my bills were quite high she told me about talk 400, call anywhere in the world and the uk on 400 minutes for the month I ask her how much minutes I use per month and she told me I have to speak to customer services , called customer service they could not tell me so I ask about 0845 and 0870 numbers if I would be charged seperately or would they be taken from the 400 minitues. I made a general enquire. I started to use calling cards and cheap access numbers to cut down on very high bills. In Janurary of this year because of financial difficulties I started to check my bill lo and behold I was taken off talk unlimited and put on talk 400 which I did not authorize. Called NTL about it, customer service told me to hold onn but I was disconnected and that happend twice. The third time I was left on hold for 20 mins or so. Fourth time I got hold of someone who put me through to a team Leader who was very rude and shouted constantley like he was speaking to a dog. Thats CUSTOMER SERVICE for you. I was told I authorize the move to talk 400 and he did not want to hear anything I had to say because if I did not why would I make an enquire about 0845 and 0870 numbers and he ended the call . Fifth call, I spoke to another customer service rep Jennifer Wade ( Scotland office) and was put through to Debbie Williams. She could not do anything but she put me through to James Fulton, Line Manager Payments dept, he was very helpful. I explained to him what was happening and he gave me an instant discount of £10 because of the rudness of NTL customer service staffs and was very annoyed because incompetent NTL staffs did not log any foot prints on my account so he could trace who I spoke to. He then begin to check my bill. James found out that my fax line had on all different types of features although the line was dormant, he told me he would take them off and look into the account and make an internal complaint. That was Jan 10 2007. Still waiting. I called on the Feb 15 2007 spoke to three other persons, will look into the matter and call back, still waiting. Call on the Feb 26 2007 Spoke to customer service rep put through to Vicky Brocas, she told me all she could refund was £20. I told her no I would not accept the £20 she told me I must have authorize the move from talk unlimited to talk 400 because I called and ask about 0845 and 0870 numbers. I made it clear to her why I called She told me I will have to make a complaint. I told her james told me he would make a complaint and deal with the matter internally. She told me I was given the wrong advice. Can someone PLEASE tell me how to deal with this matter. HELP HELP HELP
