NTL Billing Problem (PremPlus Related)

[afraser2k]

Hi all,

Last month I ordered the PremPlus season ticket at £50 from NTL. A few days after my order I had a phone call from their customer support saying that I had been charged twice for it and that my account would be creditted for the extra amount. They told me the credit would be on my next statement.

When I received the statement I noticed that instead of taking off my full balance for that month (plus the original £50 PremPlus charge) they had actually only taken off the £50 credit and £20 to cover the remaining balance. This meant that this months bill had the normal family pack charge, the two PremPlus season ticket charges and also this months bill of the 3Mb broadband, the digital base pack and the family pack (over £170).

After complaining to customer services last week (Friday IIRC) I was told I would be creditted an extra £50 and would have to pay the £120.60 remaining balance in this months direct debit. "Mandy" from accounts phoned tonight to say she was watching the account and the credit hadn't showed on my account and that the direct debit would probably already be requested from my bank.

NTL have already admitted to being in error at the way they've handled my credit/billing and now they've made a mess of this bill. "Mandy" recommended I stopped the direct debit with NTL which I don't want to do as it would cause more problems with them than it would solve.

After my last dealings with NTL I'm now at a loss as to what to do and would like to know if anyone from here can advise me?

[Chris W]

I'm slightly confused...

You were charged twice for PremPlus (2x£50) and ntl credited £50 onto your bill... am i correct or have I misinterpreted what you have written? having a moment tonight!

[afraser2k]

Thanks for the welcome.

You're not the only one that's confused here.

On my bill for this month my previous balance was listed as £69.77 for my usual services. It then lists a "payment received" (my direct debit payment requested by NTL) for £19.77 and then a credit for £50. I think this meant they creditted my bill for the PremPlus overcharge in advance of actually charging me.

This is due the latest bill I received that no lists the £8.50 for the family pack and two charges for the PremPlus Season Ticket (£50 each) so my "Entertainment Services" charge is £108.50 . I then have the normal £62.10 charge for Digital Base Pack/Telephone/3Mb Broadband plus various charges to make it £170.60 .

I realise (as does NTL) that they made a mistake in giving me the credit on my first bill instead of letting me pay off the full charge of £70-ish and said they would take off another £50 credit to the £170.60 charge to make it £120.60 (this months payments plus the PremPlus).

I'm annoyed at the way NTL have handled the credit payments/direct debit when NTL said the charges/credits wouldn't appear until the bill I'm complaining about and also that the £50 credit they said I'd get last Friday hasn't gone through and it now looks like I'll have to pay the full £170.60 and hopefully get a refund of some description.

I hope that's clearer as I'm confused (as are NTL) about what's going on.

[jellybaby]

If I read it correctly, you have already recieved the credit for the double premplus c0ckup....i don't understand where your complaint is?????

[afraser2k]

They haven't added the £50 credit they told me I'd be creditted with last Friday (to make this months bill £120.60 ). My main complaint here is the way they've done the credit and now I'm faced with a large bill this month.

[Chris W]

but your last bill was reduced from £69.77 to £19.77. .. so surely you should have the money left over that you would normally be paying on that bill to make up the difference on this month

[afraser2k]

I realise now that the bill for £170.60 is actually correct looking at it. I'm just annoyed at the way NTL have taken the credit from my account last month instead of letting me pay the normal amount and then putting the credit on this month along with the double-charging (as they initially told me would happen). Is there anything I can do or am I just going to have to accept this large bill (for me)?

[jellybaby]

Personally i would accept the large bill, considering the month befores bill was very small compared to your normal bill

[Marge]

Well reading through it would seem the charges are correct and the balance is payable. Off your last bill you only paid £19.77 instead of the normal amount as you've had the credit there so you are £50 up from last months bill. Unfortunately you can't have it all ways, you need to look at charges over the last 2 months, what you have actually paid and the fact you have had the credit.

[rogerdraig]

he shouldnt have to check with ntl befor spending his money

i have loads of dd's i expect them to go through for the coect amount so when i check my ballance i assume its whats left ( does any one here then check all thier dds before spending money ? )

if he went over drawn because of this he most likely could clain under the dd mandate thing but is it realy too hard for ntl to defere the part of the bill


or will the dreaded computer get the blame