NTL disconnect yet they owe me money?

[miker72]

ntl are the worst company i have ever had the misfortune to use , at present they owe me £400 as they had been billing me (and taking the money from my account) for 3 seperate accounts despite me only having one internet connection. they have owed me this money since jan06 and despite 34 phone calls to CS , i am still waiting . bear in mind each call usually lasts over half hour (listening to the geordie fella and the daft music) equates to over 17 hours of phone calls . however if i call the "upgrade account/new customer number" which incidently is 0800 free , i get put through to an op immediately .
i have now had my internet cut-off, and been told that they wont reconnect it until i have a valid means of payment set-up. i have asked to be billed each month so i can pay at PO but they claim this is no longer possible, and the only way i can reconnect is to allow them to use direct-debit. I am not willing to set up dd as they cant be trusted and find it ironic that they cut me off , despite THEM OWING ME £400:ma d:
needless to say i am now passing the matter to otello to handle and would strongly advise any new potential customers to look elsewere for a reliable/competant isp

[MovedGoalPosts]

to Cable Forum

I've separated this from the Customer services general thread as it sounds like you do have some serious issues that warrant specific discussion. Can you give us a bit more information?

How come they owe you so much money? What is the overcharge for, why and when and do you know why it continues? Have ntl acknowledged there is an overcharge?

[lostandconfused]

have you tried filing for indemnity claim? as it was taken by dd

[miker72]

they owe me this money due to originally having phone account , however phone was cutt-off for 3 weekends out of three (allegedly by vandalism,very punctual vandals as was always 4pm on fri) so informed them i no longer wished to use them for my phone , (they also re-issued my own phone number which i had for years to a new customer so couldnt take that with me). however they continued to take charges for this phone out of my account . i think i was paying for the new customer mentioned above . i didnt realise this for some time ,bereavement and family issues , so the charges just kept being taken out , i eventually spotted it in jan06 and spoke to CS who informed me of the overcharge (he admitted my whole account was a total farce and they did indeed owe me £400)an d who promised to sort it with team-leader to authorise a re-imbursement. 4 weeks passed and still no refund , despite tens of calls , and constantly re-explaining the situation to every member of staff ( there favourite trick was to pass me to the "correct dept," then i had to re-explain again to what was just another employee from the same dept)
they were insistant that i still had the phone line , despite my constantly reassurance i hadnt.. eventually persuaded them i no longer had phone , and finally the CS guy decided to cutt-off this particular line.
In feb06 i desided to cancel direct debit , and pay at po. broadband cutt off three more times in june , and then apologies and reconnect , until ultimately they refused to reconnect , as no means of proper payment set up . no longer allow PO payments as a valid payment method.
even the CS guy who i last spoke to admitted my account was a farce and seen the irony in me being £400 in credit , and being cutt off.
it s now come to light that they had 3 differant accounts set up for me and my payments were coming of all three , dependant on which invoice i took to PO .

[miker72]

Originally Posted by lostandconfused

have you tried filing for indemnity claim? as it was taken by dd

will wait to see if otello can resolve , however if no joy there , i will look into this indemnity claim , thanks for advice

[MovedGoalPosts]

miker72, if you want to PM me some details, I'll see if the forum's contacts at ntl can look into this. They've come up trumps in the past where normal methods have failed.

I'll need your account number, address incl postcode, name of the account holder (which should be you or ntl can't speak to you for data protection reasons), a daytime phone number contact, and ideally an email. We'll hold these details only as long as needed to see what our contacts can say. They will normally contact you direct.

[gavnad]

cant see the bank indemnifying....if you have been advised of the debits they wont want to touch it im afraid

[miker72]

finally got this sorted after 8 months. cheque of £337 in post and some discount off future package . Apologies from ntl exec and finally can get my money back and put this issue to bed . big,big thanks to ROB C for forwarding my details to his contact. Richard
And thanks to Richard from ntl ,who proved that some ntl staff are capable of getting things right
many thanks miker72

[MovedGoalPosts]

Pleased we could assist.

[miker72]

cheque received today for full refund . closure at last