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Please Help!!!!
HELP!!! We have not long been a customer of NTL and have experienced a whole string of problems and now we desperately seek your advice!
We wanted the triple deal @ £32.99 per month but when the initial contract arrived for us to sign it was over £45.00. We therefore explained that we were not happy to sign that copy and would like a corrected copy to sign. This was never sent. NTL came and installed the TV, Internet and phone. Within a few days we had only 5 TV channels (BBC 1, 2, ITV and channel 5). We therefore complained and were told that its NTL's policy to have several complaints before they could take action - surely not!!!! I therefore called everyday. A lovely lady arranged for an engineer to come out and credited us 3 days of TV (we were without TV for weeks but they could only credit for the days they had been reported - we haven't yet seen this credit). The next day our first bill arrived and was completely wrong. We enquired and a cs rep insisted it was correct. The next rep we spoke to admitted it was wrong "by £2 oh no £3 oh no £4 oh I mean £3" he clearly didn't have a clue but assured us that although we cannot be re billed we would only have to pay the correct amount. I spoke to his team senior and she said we must pay the incorrect amount and wait for the bill to be adjusted next month, so clearly the other rep lied to us and had no clue what he was doing. You cannot make promises to a customer if you are unsure!!! Anyway, the engineer came out and left without fixing the problem. At this point we had had enough and phoned NTL once again to cancel but enquire about keeping the broadband as this had not caused us problems so far. 'Kevin' quoted us £14.99 and confirmed that we do not have to pay line rental on top of this. We accepted this and cancelled the TV and phone. 'Kevin' clearly did not do his job properly as we later established that we are now in a 12 month contract for broadband and telephone @ £24.99 per month!!! Kevin had made no notes on the system and therefore the rep we spoke to yesterday insisted that there was nothing they could do and if we dont pay that amount each month they will pass our details to their debt collecting company!!! this was clearly NTL's error and they just wont hold their hands up to it! Although he insisted that they wouldn't say anything different I have asked for a manager to call me. They PROMISED they would call today after 6pm, Im still waiting! IM SORRY THIS IS SO LONG - BUT WE ARE AT OUT WITTS END NOW AND DONT KNOW WHAT TO DO NEXT! We have written a formal letter of complaint and will be posting that off shortly.
HELP PLEASE!!!
P.s I emailed a complaint one month ago........Im still waiting
P.P.S Its now 9pm and NTL are closed.....I guess I've been lied to again when they promised to call me tonight. This is disgusting and shocking customer service, the worst I have ever seen. All we wanted was broadband, TV and phone @ £32.99 and now we have a false debt over out head and stress that we do not need. I am not a happy chappy.
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