No Bills and No Help!

[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!

[Mr Angry]

Originally Posted by NH001

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.

OK, so they are trying to charge you £12.00 for "copies of bills" that they acknowledge have never been sent, is that correct?

[NH001]

Ah - not quite that simple.

- Technical support can find no evidence they have been sent but can confirm there is no problem with my email account.
- Customer services say they have been sent so will not resend for free - even via email that would cost them pennies.

Stalemate!

[Mr Angry]

Originally Posted by NH001

Ah - not quite that simple.

- Technical support can find no evidence they have been sent but can confirm there is no problem with my email account.
- Customer services say they have been sent so will not resend for free - even via email that would cost them pennies.

Stalemate!

Phone them and tell them they are clearly in breach of their legal obligations under the 1984 Telecommunications act and EU Council Directive 2001/115/EC and that if they fail to locate copies of the invoices they allege they have sent that you will report their breach to the Communications Commissioner.