Anybody could help me please?
I'm so stressed out it is sickening.
The folllowing is an email that I sent to NTL. I got a automated reply
dating 25/4/06, but nothing else. Be warned this is long.
Quote:
Dear Sir/Madam,
This is both a complaint and claim for repayment.
Back in December 2002 I switched from the Digital set top box and internet
package to the stand alone cable modem. This was after many long calls to
NTL trying to convince them that the internet problems was due to the
faulty
STB. Of course NTL would not listen. The only option that I could think of
was to get rid of the digital TV package and go for the internet only
cable modem. Unsurprisingly the internet problems I previously experienced
vanished with the new modem.
This brings me to the main reason for this email. Recently I have had
reason
to look closely at my finances and have for the first time noticed that
NTL
has three Direct Debits setup on my bank account.
One is marked Direct Debit Mandate 5 and it would seem has been the
payments
for my original STB, Tel and internet package. Now it is the monthly
telephone
charges. This seems fine.
The second is DD Mandate 8 and started 7/3/03 £39.15 and subsequently
£24.99
per month to date. This I assume is the 2mb broadband rental. The initial
larger fee I suspect is to cover the partial month after the STB was
removed.
I am OK with this DD too.
The third is DD mandate 9 and started 21/1/03 £24.99 and monthly to date.
I do not know what this is and could only guess that NTL has been
fraudently
overcharging me for over three years. Nearly £1000! I don't know how many
times I've been overdrawn because of this. If I had the money to put in a
regular saver it would have even earned me a good sum of interest!
Let me tell you I am not happy at all about this. How could a high tech IT
company allow such an error to occur and not notice it for over 3 years?
Are there not any such simple automated checks?
Please cancel this DD Mandate 9 immediately and refund me the full amount.
I am seriously considering whether if I should stay with NTl considering
these billing errors which have not been the first! Nevermind the grief
that
I suffered with the STB.
Yours faithfully,
LuvClub
|
Another two DDs were taken from my account in May'06, so I cancelled
one of them myself.
On Monday of this week I lost my internet connection. Thought it was the normal dodgy NTL so I left it. Come Wednesday night it still did not work, so I called Tech Support. Eventually I was told that my account was suspended due to arrears. CS was closed so I had to call Thu.
Thursday (today), called NTL at lunchtime. Got through surprisingly quickly and spoke to a guy. Spent ages explaining about the email and what had happened. I could not give him an account number for the internet services because I have never received a single bill for either of them during the 3yrs. I gave him my Tel account number and details instead.
He then said that he would not be able to help me without the numbers and therefore would not what each payment was for. I told him in frustration that I did not care and all I knew was that it was paid to "NTL". I asked him if he was arguing with me and he said "Yes".
He then told me to hang up and get back on the queue or he would hang up. I asked to speak to his supervisor, but he said "No" and repeated the hanging up thing. I was gobsmacked and stunned, so I hung up.
By this time I was no longer frustrated and just felt knackered and stunned. Called CS again, spoke to a nice lady. Repeated the same stuff in a zombie state. Got passed to Credit Control. Got passed to another Credit Control and this helpful person cancelled both DDs and reconnected me. He told me that I would need to call CS again to deal with the two accounts and that he could only see 9 payments on both. Then got disconnected by CS. By this time my lunchtime was over.
Called CS this evening. She told me that I need to make an indedmnity claim on the DD at the bank and print out a list of payments as they do not have a record of 3yr payments. I don't really want to do this as I'm afraid that NTL would chase me for the money and end up giving me bad credit.
So far NTL staff have all been helpful apart from the first guy who told me to hang up. I really was gobsmacked and hardly could say anything afterwards. I admit I was frustrated (with good reason), but I never said anything rude.
I tried cancellations, but they were closed. I do not know how I could stay with NTL anymore.
Anybody from NTL who could sort it out for me, please?