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iSteve · 27-05-2006, 10:32

Having previously worked for a dept within NTL that dealt with direct debit issues, I can confirm the advice given above is correct:

1. Under the terms of the DD Guarantee, if any error is made either by your bank or NTL, you should file an 'indemnity claim' with the bank for a full refund. For your protection, it is up to your bank, not NTL, to initiate this, and they the bank required to do so if you advise them an error was made. Some banks will refuse and try to pass you back to NTL to sort this out - don't accept this, under the DD Guarantee it's their responsibility to process the indemnity for you. In normal circumstances the money should be back in your bank account within 48 hours or so, and the bank then reclaim the money from NTL.

2. In respect of the above, an indemnity 'refund' simply reverses the payment. If there is an underlying billing error behind why this amount was debited, you'll need to contact NTL for this to be resolved, otherwise you're back at square one.

3. Notice to you is required when the amount to be debited changes each month. If the amount is static it is enough to inform you of the amount and the monthly date it will be debited on. You must, however, be notified again should the amount change for any reason, e.g. increase in a subscription rate.

4. If you have any concerns about what's going on, cancel the DD at the bank directly. This will stop any pending DD from going through (so long as it's not due out within 24hrs). If you cancel at NTL's end, it can take a week or more for the cancellation request to get to the bank via BACS and for the bank to then process it, during which time a claim that's already 'in the system' can still go through.

The above advice is standard advice that applies to all companies, not just NTL. I know you've already know/have done some of the above but I'm just confirming this is the proper procedure, in case anyone else reading finds themselves in a similar situation.

The above comes straight from the 'BACS handbook' which NTL and the banks operate the DD system under (but obviously not word for word

)

27-05-2006, 10:32	#13
iSteve Inactive Join Date: Jun 2003 Services: Freeview + TUTV, BT Broadband 1MB Posts: 60	Re: NTL caused me bank charges Having previously worked for a dept within NTL that dealt with direct debit issues, I can confirm the advice given above is correct: 1. Under the terms of the DD Guarantee, if any error is made either by your bank or NTL, you should file an 'indemnity claim' with the bank for a full refund. For your protection, it is up to your bank, not NTL, to initiate this, and they the bank required to do so if you advise them an error was made. Some banks will refuse and try to pass you back to NTL to sort this out - don't accept this, under the DD Guarantee it's their responsibility to process the indemnity for you. In normal circumstances the money should be back in your bank account within 48 hours or so, and the bank then reclaim the money from NTL. 2. In respect of the above, an indemnity 'refund' simply reverses the payment. If there is an underlying billing error behind why this amount was debited, you'll need to contact NTL for this to be resolved, otherwise you're back at square one. 3. Notice to you is required when the amount to be debited changes each month. If the amount is static it is enough to inform you of the amount and the monthly date it will be debited on. You must, however, be notified again should the amount change for any reason, e.g. increase in a subscription rate. 4. If you have any concerns about what's going on, cancel the DD at the bank directly. This will stop any pending DD from going through (so long as it's not due out within 24hrs). If you cancel at NTL's end, it can take a week or more for the cancellation request to get to the bank via BACS and for the bank to then process it, during which time a claim that's already 'in the system' can still go through. The above advice is standard advice that applies to all companies, not just NTL. I know you've already know/have done some of the above but I'm just confirming this is the proper procedure, in case anyone else reading finds themselves in a similar situation. The above comes straight from the 'BACS handbook' which NTL and the banks operate the DD system under (but obviously not word for word )