Cable Forum - View Single Post - Advice needed:NTL's policy when customer is seriously ill.Data protection, bills etc.

Maxie · 20-03-2006, 17:14

Long story short, my partners mother is an NTL customer, seriously ill in hospital. Rushed in 3 wks ago with brain anurisms and is currently in a coma. Unable to communicate.

Her house recieved an NTL bill, and were trying to sort out her buisness. Apparently her account is 1 1/2 months in arrears and shes been making 'gesture' payments.

My finance rang earlier today, and left the phone in tears. The adviser wouldnt speak to her without her mums 'password' and basically said "pay up or get cut off."

I called back. I can pass all data protection, but still hit a wall with the password.
The adviser would only give me basic info.....only after I comfirmed details off the bill.
We cannot afford to pay the entire amount up front (we have 2 households to run at the minute). I was looking to pay a bit off as a gesture reguarly, to keep things up and running incase she recovers sufficiently. We want to keep as many services on as possible. CS only seemed bothered about getting as much as possible. At the end of the day tho, its not our debt is it.

I was shocked as to how unhelpful CS were, and that there are no contingicies for such situations!!
I asked if i could bring her package down to the basic plans so we could afford to pay and keep the account open. I was told no, not with out consent form the customer. She is in a deep coma!!!!!

Anyone got any advice. are there contingincies / precedents.

Thanks.

20-03-2006, 17:14	#1
Maxie Inactive Join Date: Jul 2004 Posts: 44	Advice needed:NTL's policy when customer is seriously ill.Data protection, bills etc. Long story short, my partners mother is an NTL customer, seriously ill in hospital. Rushed in 3 wks ago with brain anurisms and is currently in a coma. Unable to communicate. Her house recieved an NTL bill, and were trying to sort out her buisness. Apparently her account is 1 1/2 months in arrears and shes been making 'gesture' payments. My finance rang earlier today, and left the phone in tears. The adviser wouldnt speak to her without her mums 'password' and basically said "pay up or get cut off." I called back. I can pass all data protection, but still hit a wall with the password. The adviser would only give me basic info.....only after I comfirmed details off the bill. We cannot afford to pay the entire amount up front (we have 2 households to run at the minute). I was looking to pay a bit off as a gesture reguarly, to keep things up and running incase she recovers sufficiently. We want to keep as many services on as possible. CS only seemed bothered about getting as much as possible. At the end of the day tho, its not our debt is it. I was shocked as to how unhelpful CS were, and that there are no contingicies for such situations!! I asked if i could bring her package down to the basic plans so we could afford to pay and keep the account open. I was told no, not with out consent form the customer. She is in a deep coma!!!!! Anyone got any advice. are there contingincies / precedents. Thanks.