[NH001]

I upgraded to 10mb a few months ago (and have phone/tv) and was told would now have two accounts and two direct debits. I gave them my company account details for the broadband.

However, what was done is:
- stopped private dd for phone and tv.
- put the phone and tv onto company dd.
- did not take any payments or send bills for broadband.
- disconnected my broadband on month three.

I only realised this (yes, I should have checked bank statements) when phoning to see why broadband is not working.

They said that bills for broadband had been emailed to my ntl email that I never use. I was never told about email bills or asked for them. On checking that account there are no such bills. On calling back was put through to technical support who said was no problem and bills have not been sent. Customer services said they will send paper bills but need to charge me £12 for copy bills. (I need these to recharge the company for missed payments that I paid personally.) On complaining I was told it was tough (that I have never been sent a bill!) and needed to complain in writing that I did and am still waiting a reply.

I am still awaiting a paper bill or payment to be taken for the broadband and expect I will have to wait to be cut off again before attempting to sort out - again!