2 Year long accidental bill

[Helixios]

Right, I'll try to bite my lip a little bit when writing this since it seems to be taking forever to get this simple issue resolved.

Early in August I checked my bank statement and noticed that I was being billed 24.99 twice for my basic broadband package with NTL. After a phone call to NTL CS about this I was assured that I only has one account and that I was being debited only once per month. Cue a phonecall to my bank.... ....no - I'm being billed twice - once at the beginning of the month and once at the end. To cut a long story short - after being juggled between departments on the phone for over an hour the problem is tracked down. When i left university in 2003 and cancelled my account, it appears that the connection was cancelled, but NTL accidently didn't stop taking the 24.99 each month. Me being at the time financially lame didn't even notice that i was still being billed until August this year!.

It turns out the total amount i'm owed is £399.84 which at the time was kind of convenient since i'd just changed jobs and had a large bill to pay at the begining of October. I thought this would cover the payment easily and that I would have ample time to await being credited. This bit is where i was wrong.

It turns out that it takes 45-60 mins to find out what the problem is, 18 days for a department manager to authorise the payment to me, and then an estimated 4-5 weeks to send me a cheque, which incidently I haven't received yet. It is now approaching the seventh week of this ordeal. In total I have spent over 3 hours on the phone to customer services. One of these phone calls lasted over an hour without me speaking to anyone who could even find my account details. When I did get through to someone who found my account they 'put me on hold' - which actually turn out to be hanging up one me.

Anyone with advice would be greatly appreciated since i'm getting that 'being f***ed around feeling.

Many thanks.

[MovedGoalPosts]

to Cable Forum

Do you have the details of who you spoke to that agreed there would be a refund? Since the call when they agreed to refund, have you had any further contact with ntl?

I assume the double debiting of your account has stopped?

A refund taking 4-5 weeks does seem rather excessive, 7 weeks and counting is far too long.

[Helixios]

I don't have the name of who i spoke to... ...I actually just called NTL CS and I was told that the cheque has been raised but unfortunately i couldn't be told the status of it in the 'system'. I wouldn't be surprised if I ended up waiting another 2 or 3 weeks.

The double debting of my account only stopped because I stopped the action through my bank.

I have failed to talk to anyone at NTL who can speed up or action this as a serious complaint since i was just told that there are no managers, line managers of tangable people whom i could speak to in any shape or form.

Any help greatly appreciated.

Helixios, If you PM me your name and account details I can arrange to pass this problem on to our ntl contacts.

[daz300]

some one here will fix it , or get it fixed soon

[Helixios]

Just received the cheque in the post this morning - many thanks for sorting it all out for me!