Cable Forum - View Single Post - 50 Minutes spent trying to cancel account

Rish · 29-06-2006, 00:37

I called ntl to cancel my broadband account from my dad's phoneline who is also on ntl. We had a student broadband account that lasted 9 months and i was told that I needed to give 30 days notice to cancel my account, which is why I called.

Anywho, I called at around 2pm yesterday. I first dialled the 0800 052 2000 number but I was then informed when I called that it had been changed to 0845 454 0000 so I dialled that instead.

Long story short, I called and was put through 3 times to different departments and whatnot and it wasn't for literally 45 minutes until I managed to get through to the right person. At that point I asked him if I'm paying for the call because I've spent all this time and I've only just been put through to the right person. He didn't answer but said "do you want me to call you back?". I simply said there is no point now because I've finally got through to you and for all I know he may not have called me back. Anyways, my service did eventually get disconnected and when I looked at the phone counter, the call finished at 50 minutes. My dad has been fuming about this and I wanted to know if there was anything that I can do.

I'm not sure what the cost is to call an 0845 number - I had to call at the peak rate hour because the disconnection team only work between 9am-5pm - but can I get the money back, possibly simply just credited back to my dads account, for the phone call? Or is there a trades standard agency that I can call to sort something out? I would call ntl to make a complaint but, you know, thats gonna cost even more.

29-06-2006, 00:37	#1
Rish Inactive Join Date: Mar 2004 Posts: 16	50 Minutes spent trying to cancel account I called ntl to cancel my broadband account from my dad's phoneline who is also on ntl. We had a student broadband account that lasted 9 months and i was told that I needed to give 30 days notice to cancel my account, which is why I called. Anywho, I called at around 2pm yesterday. I first dialled the 0800 052 2000 number but I was then informed when I called that it had been changed to 0845 454 0000 so I dialled that instead. Long story short, I called and was put through 3 times to different departments and whatnot and it wasn't for literally 45 minutes until I managed to get through to the right person. At that point I asked him if I'm paying for the call because I've spent all this time and I've only just been put through to the right person. He didn't answer but said "do you want me to call you back?". I simply said there is no point now because I've finally got through to you and for all I know he may not have called me back. Anyways, my service did eventually get disconnected and when I looked at the phone counter, the call finished at 50 minutes. My dad has been fuming about this and I wanted to know if there was anything that I can do. I'm not sure what the cost is to call an 0845 number - I had to call at the peak rate hour because the disconnection team only work between 9am-5pm - but can I get the money back, possibly simply just credited back to my dads account, for the phone call? Or is there a trades standard agency that I can call to sort something out? I would call ntl to make a complaint but, you know, thats gonna cost even more.