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Originally Posted by lostandconfused
if you think you are being overbilled all you have to do is call CS! if you are, they will be able to resolve it, if not they will explain how it goes.
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A tall promise that regrettably, based on numerous posts we see on this forum is often not achieved. Perhaps is could be solved by a sea change in the way CS operates at ntl, by haveing CS staff actually taking ownership of issues, rather than having to get onto the next call quick. I know there are the exceptions to the rule here in terms of those who do go the extra mile, it's what happens to the majority of customers that is critical.
---------- Post added at 13:43 ---------- Previous post was at 13:39 ----------
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Originally Posted by hotscotchbonnet
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Originally Posted by lostandconfused
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whilst ntl has a responsibilty to as accuratly as possible bill customers. The customers also have the responsibility to check this.. come on your not 5 yrs old any more
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Yes, it may seem odd that the erronous transactions weren't noticed, but this does not change NTL's obligations in the matter. NTL has a legal obligation to provide the services provided for on the contract and the customer has a right to reasonably expect this to be carried out without error. The onus is on NTL to ensure there are no errors due to faults in their system, and that if errors are evident athat they be corrected in a timely manner. That is the bottom line. |
Actually I'd say there is a joint responsibility. Ntl should do their utmost to get it right, but mistakes happen in every walk of life.
The customer who doesn't check their statements periodically is also foolish. Forget a company taking the wrong amounts, what about simple theft type stuff too.
What should be important is not just that mistakes are minimised, but when they do happen they are corrected promptly. That does mean refunds if requested, rather than vague promises of credits, which again due to errors do not always seem to get applied.