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Originally Posted by timewarrior2001
When I phoned NTL I was told that I must pay double and that I couldnt catch up in installments because "you obviously cancelled the DD".
I went to the bank, who assure me, that I have not cancelled it, and in fact it seems NTL have cancelled it.
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Your best bet is to get evidence in the form of a bank statement / letter from your bank manager (If they are willing to, see the manager/overdraft person) which shows that:-
a) you did not cancel the DD, and that
b) their were sufficient cleared funds in your account at the time the DD was due to go through.
Put your complaint in writing along with your prefered solution, ie interest free payments or an extra final payment.
This should solve the problem, the telephone accounts people at NTL are fairly useless, but if the complaint is put in writing it should be read by someone higher up. Remember that large companies often ignore telephone calls and emails, but rarely ignore letters.
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Originally Posted by timewarrior2001
Speaking with my future mother in law, I discover they have been getting billed for 3 1MB BB packages at the same house.
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I've had similar problems myself, I upgraded to 1.5Mbps but only recieved the 600k service for 4 months - despite paying the full £28 per month. I found the account billing team absolutely useless - they were barley willing to listen to the problem, and refused to consider the posibility of refunding me my additional payments for the four months.
Finally solved the problem by calling Technical Support, who - despite the 1 hour waiting time - were helpful and polite. They upgraded the service and assumed responsibility for refunding the excess payments. In fact, NTL Technical Support is run by helpful and intelligent people
, its just a shame that the same can't be said for their billing staff.