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Originally Posted by opelfruitcase
And thats where you ring them and request a new 30 day notice, request that in writing and expect them to credit back all rental charges from 20th May onwards.
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Opelfruitcase - this is not, in any way, intended as a dig at you or any other staffers who post on these forae in an attempt to help customers who are experiencing difficulties. This is intended as a "wake up call" to customers who are sick, sore and tired of being shunted from pillar to post being told one thing and then another by your less than competent colleagues (who, afterall, are undermining your professionalism).
I don't see why the original poster should have to phone NTL. NTL have already acknowledged the disconnection by picking up the STB and he / she hasn't been at the address for "a couple of months".
Asking someone to "expect them (NTL)" to do anything that amounts to an admission of incompetence is a bit much - given the situation.
What the original poster
can expect - unless they take this to the highest level in order to ensure that the matter is correctly and finally addressed - is to have a spurious debt passed to Moorcroft who will endeavour to make good on it, blackening their credit rating in the process.
NTL accounts seem to be run with the same ethical standards and professionalism of a back street bookies. Even when they screw up they expect you to pay for the privilege of phoning them!!
These forae are littered with posts where customers have been told something in relation to their account by a member of staff at NTL only to find a short time later that whatever they were told was patently untrue, inaccurate or not "logged" on the system. Unfortunately this seems to be a common / accepted practice by some at NTL.
All too often when you speak with customer services if you ask for a name they'll tell you any old name just to get you off the phone / keep you happy (I once spoke to a guy in broadband support in India who told me he was called "Max Pace" - but that's a different story).
Ultimately, beyond confirming the identity of who you are dealing with during your call by email, there is no provision whereby you can guarantee the identity of the individual with whom you are speaking. Even when you ask for an email address they will often try to baffle / stave you off with some bizarre interpretation (see: bluff) of the 1998 Data Protection Act.
If the member of staff you are dealing with isn't prepared to confirm their identity - don't worry, there is a man with a plan to help you avoid the old
"I'm sorry, we don't have a Pongo Snodgrass III working here", or the ever famous
"sorry we didn't receive your letter" (even though you sent it by Recorded Delivery and have a receipt) rebuff.
You see, contrary to the impression they give, NTL actually
are a trading company. As such, and under the 1986 Companies Order they are required, by law, to keep a list of their directors and Company Secretary and their home addresses available for public inspection. Contrary to popular belief the most powerful figure in a Limited Company or PLC is the Company Secretary.
I would advise anyone having problems with their account / billing to write directly to the Company Secretary by Recorded Delivery to his home address asking him
personally to look into the matter and to ensure that any issues are resolved in a mutually agreeable and timely fashion. If Moorcroft are already "on your case" state in your correspondence that you expect him to advise them that he is in receipt of correspondence from you and is looking into your case / situation.
On receipt of a few dozen letters of complaint / concern I don't imagine it would be too long before he sticks the proverbial "boot" in someones posterior in order to up the ante customer services wise. I would also advise people to write to him regarding confirmation of intent to cancel services, that way he can more effectively monitor (in real time) at least one element of his customer base.
His details can be entirely legally, with the blessing and consent of the Government (cheers Tony), acquired from
here for not much more than it would cost you to call CS countless numbers of times to speak to different individuals on matters ranging from why your microwave gives better downstream than your modem to why there is no "kill me with poison gas and end this NTL misery" button on your remote.
Cheers and good luck to all.