Hi,
I signed up for the 3 for £30 a month (tv,telephone,1mb broadband) deal in january 2006. I thought it was a great package. Up until now i've been paying £30 + the phone call charges by paypoint card as i do NOT have a direct debit account. The bill averaged between £40-£70 depending on my call usage... Today, i realised my internet wasnt working, the telephone line and the tv channels worked fine so i thought it was a technical problem i called broadband tech support, the operator told me it wasnt a technical problem, but was a billing promlem and that i owe ntl £106 he put me to credit control..The 1st operator from credit control told me that i had a seperate broadband account, which i was not aware of at all whatsoever, and that i have not payed ANY of my bills to date.i explained that i signed up for the 3 for £30 offer and that i didnt have any other accounts with ntl and that i had kept up payments with all my bills. He said that he couldnt do anything about it so i was put through to CS, this time i was told that the reason for this was because i registered my broadband equipment online and accepted the terms & conditions, and that i had set up direct debit to pay for the broadband!!!(remember i do NOT have a bank account)When i said how come i havent received any bills for the broadband account, i was told they sent the bills to my NTL emails address, which i wasnt even aware i had, and then she (Katie ext: 2393) put me through to a senior colleague who had the "appropriate training" to access the system. Geraldine, who was from the same department as Katie said that, their department didnt have extension numbers so she couldnt give me her extension number( trying to get me off their back?)... Anyway, Now i was being told that i CALLED ntl and chose to UPGRADE my base tv pack to family pack, and that was why i was owing them money.
When i told her that i didnt make such a call, and suggested that since ntl records their phone calls, they can dig up their records and if they can find me asking to upgrade my pack i'd be happy to pay the amount i "owe", she remained silent for about 30 seconds... She then asked me for my contact number so that the manager can give me a callback within 24 hours, so i did and yet again, i was put through to ANOTHER department ( credit control ) which decided to hang up on me. Realising losing my cool every time i called back wasnt helping me, i decided to be extremely polite, and luckily so was Ben ext:2125 He admitted that ntl wrongly put me on family pack instead of base pack, and that it was their fault not informing me about the seperate broadband account, and the e-bills i was sent to my ntlworld email account. He said he'll credit the difference ( family pack and base pack) to my account which is £8.50 a month so £8.50 x 6 = £51, but after speaking to his manager he said he could only credit back one months difference and that i would still have to pay the £106 i "owe" them for the broadband account PLUS the bill i ironically received today totaling £51.38 ?!?!?!!?!?!!?! Whats even funnier is, i asked Ben to tell me my email address + password which the e-bills were sent to, and he kindly turned my broadband back on for a day or 2 so i could check my inbox.....and guess what! Not a single e-bill from ntl! i also tried the E-bill logon service, and this was the error i got >>> "
Sorry, E-Bill facility is not available for this account. " I just cant help but think that ntl is trying to make money unfairly!
I'm so confused, what happened to 3 for £30 no fuss!?! im being put on a different deal than i asked for, being TOLD that i should've CHECKED which pack i was put on( i mean wtf.. just put me on the standard 3 for £30 pack, since thats what im signing up for!) and then being given 10 different explanations that doesnt even make sense! I'm considering taking action through CAB and OTELO ( Ombudsman ) I need advice, please help!!