Re Customer Services

mandrake · 24-09-2005, 11:48

Due to my partner (in who's name our NtL account is held) and I getting married, we rang customer services to try and find out how we had to go about the name change.

This is the story: rang CS on several occations got conflicting information from a variety of operators, this ranged from "no need to send any details in I can change your dtails over the phone" to " you have to fill in a form which i have orded for you and you should recieve in a couple of weeks".
Needless to say nothing ever arrived so another call to CS was made, this time the operator said to my wife that hat we had been told before was rubbish and what we had to do was send a letter to ntl informing them of our marriage and enclose a copy of our marriage certificate.
This we did on the 7 september 2005 the address given to my wife was:
Customer Liaisone, PO Box50, Wythenshaw, Manchester, M22 0BA.
Today 24/09/2005 we have recieved an unsigned letter from NTL stating that in order for a change of name to be done on the account , they need a copy of our marriage certificate!!!.
A phone call to cs resulted in a wait of 10 mins, only to be told by the operator that his manager had told hime to tell us that our previous letter had more than likely been thrown away and that we should just do what the new letter said. He also gave us the number off customer liaisone saying they would be open today untill 5pm, another fib.
what I would like to know is, where the hell is my copy of our marriage certificate which has personell information about my wife and I and also our family's, with all this identity theft going on someone at ntl must assume responsibility for this matter.

Jon T · 24-09-2005, 12:06

Did you post the letter registered/recorded delevery?

Unless you did you have no proof that NTL ever recieved your letter in the first place.

mandrake · 24-09-2005, 12:40

Good point, but to be honest it never entered my head that i needed to.

Also why do ntl require proof of change of name when other services apart from dvlc and passport only needed to be told via the telephone

Nemesis · 24-09-2005, 14:28

Mandrake2

Please PM me with

Email address
Phone Number
Name on Bill
Contract Number

and I will endeavour to get this sorted.

slowcoach · 24-09-2005, 16:23

I will ask "The Bloke in the Pub" if he found the copy of your Marriage Certificate as he was going through the ntl waste bins

ntl should sack all the supervisors, gaffers are a left over from Victorian factory practises, make employee's responsible for their own actions, and sack them as well if they are incompetent.
All the firms I have worked for which had no gaffers were a lot more productive and heaps more profitable than firms with a gaffer.

mandrake · 24-09-2005, 17:24

thanks guys, nice to know others care,

24-09-2005, 21:24

a copy of the marriage certificate is not necessary. In the most instances a general update on the system can be done since the account holder details are already on the account.

In the cases of this not been the case then a transfer of account form can be filled in and posted back. this is all that is adequate for DPA.

As the letter is been sent to the original customer and they sign it and so does the new amendee on the account.

Simple.

As for supervisors well the department that I work for - there not brilliant but there not crap. Its all about taking ownership of the call and knowing what your doing. Supervisors are only glorified agents as they can take time out to call you, raise credits instantly upto 50.00, maybe get an email sent to the right department to speed something up.

Its more to do with internal politics of the company.

Mal · 24-09-2005, 21:34

Quote:

Originally Posted by mandrake2

Good point, but to be honest it never entered my head that i needed to.

Also why do ntl require proof of change of name when other services apart from dvlc and passport only needed to be told via the telephone

If you are sending anything like that, anywhere, it is a good idea to send it special/recorded delivery (preferably special).

I remember at the place that I work, someone sent in his current passport, normal postage and we all went

"you were taking a risk".

**Maggy** · 24-09-2005, 23:11

And the instances of identity theft keep rising...

mandrake · 26-09-2005, 15:34

Thanks to Simon for all his help in this matter, the problem has now been rosolved, recieved a phone call from ntl ireland today, the person who phoned was very helpful and opolgetic.

Once again thanks Cable Forum for all your help in this matter

Mandrake2