[Samuela]

My problems with NTL started when I had Broadband installed and in spite of several phone call most of it didn’t get resolved.

I had broadband installed on 15 November 2006. It worked for two days. When I got disconnected, I called NTL and an engineer was sent out to fix the problem. The engineer examined the situation and found out that one of NTL users in the same property must have disconnected me since both active connections were taken by someone else (There were already two NTL users in the property and two separate connections for this.) The engineer was about to disconnect one of NTL users (a paying NTL user!!) and connect me again when I asked him what the problem was. I could not believe that when my broad band was installed, instead of getting a new connection, NTL disconnected someone else in order to could plug me in.

I insisted a splitter was put in so all three of us can have broadband independently since we are all paying for it. This was done although the engineer was not happy to do this.

At the time when I order NTL broadband, I changed my bank details. I did this on line. When a confirmation of my bank details arrived and they were not my new bank details, I called NTL and repeated the change (that was previously set up on line) to one of your customer representatives. I got two further confirmations, all of them with various spelling mistakes in my name but at the time, I was getting more and more frustrated with NTL inefficiency so since the bank account details were finally correct, I decided to leave it.

On 12 December 2006, I noticed I was still being charged to my old account. Moreover, I was charged to my new account as well! I called NTL immediately and was told that indeed they forgot to erase my old details and they charged me from two different accounts at the same time! I was promised a refund of £47.37. I was told I would receive the cheque within ten working days.

It was mid January 2007 and I still didn’t receive the cheque. I phoned NTL and was told that indeed there is a note on my account saying I should receive a cheque but it would take approximately 30 days.

When I called about this for the third time in February 07, I was told NTL cannot issue cheques and I have to call my bank and claim this money under the Direct Debit Indemnity Scheme. (They could’ve told me that at the beginning instead of telling me lies about a cheque). I did so and I got my money back.

But this is still not the end, a few days ago, I received a letter from Moorcroft Debt Recovery Limited saying that my account has an outstanding balance of £45.57. After hours on the phone, I discovered that second broadband account has been generated in December 2006 in my name and that’s what the outstanding balance is for. However since I cancelled DD with my old bank, of course NTL could not charge me any longer so they passed my details onto Moorcroft!!

I have just spent another hour on the phone and after going through Customer Services, Credit Control to Disconnection department, someone hang up on me! So as far as Virgin Media is concerned, I still owe them money! (Although the letter I have is a proof of the fact that they were trying to steal money from me.)

Moreover, when I got Broadband, NTL were offering half price broadband for first three months for all customers who ordered broadband on line. I am still waiting for this. When I complained, I was promised a refund of £26.98. Instead my last Broadband bill shows 3 monthly payments for the same month and total of £34.81 to pay!

I could continue but I really don’t want to waste any more time on this company – I will be switching to BT as soon as I get my money back!