NTL changed my contract without my consent when I moved billing area.
I had been with NTL 6 months, and had signed up for a 3-in-one package on a 12 month contract paid for by direct debit. Eveything was fine until I told them I was moving house in April 2006. Initially they seemed helpful - they assured me I could continue my contract at the new address. There was no talk of changing payment plans, cancelling direct debits or issuing new contracts.
So, an NTL engineer finally showed up at the new property (after a several weeks wait) and connected us. NTL had debited my account as usual that month, so I was not aware of any billing problems.
Then two days after connection on April 27th a new contract arrived. It seemed NTL wanted me to agree to
a new 12 month contract with a monthly tariff that was 40% more than the contract I had previously signed! A hefty bill accompanied this 'Mysterious April 27th Contract'.
On contacting customer services I was told a new bill would be issued in line with my existing contract. I was also told that - notwithstanding the contract issue - I had been billed twice for my set top box on that bill, so it was incorrect anyway.
I sat back and awaited the new bill, quite satisfied with the ease of resolution. I was naive in those days. I didnt know that NTL say one thing and do another.
Two weeks later yet another contract arrived. I expected a bill in accordance to the contract I had already signed, not one more new contract, but at least the monthly tariff was correct. I even considered signing up for a whole new 12 months at this point.
Well, that is I did until we were disconnected two weeks later.
It transpired that the billing department were still pursuing payment for the invalid bill of April 27th. I phoned the payment department and spoke to an odious Ms C, who claimed that as she was not authorised to view my contract my protestations that my bill was invalid were immaterial - services would only be resumed if I paid. When I said I felt no inclination to pay for something I had not agreed to, she simply restated the fact that my services would remain disconnected.
There followed a fruitless 5 hours of talks with other representatives in other departments.
One memorable conversation simply resulted with a Mr T repeating 'I cannot help you' to every question I asked, including the request that I be put through to his supervisor. To be fair, at one point he did grow quite animated. In fact, he quite heatedly maintained that the disputed bill simply must be correct, and that I really, really should pay it. Straight away.
I felt momentarily quite proud of him for breaking out of his 'I cannot help you' routine. Sadly, his argument was fatally flawed.
This was because he was looking at the Mysterious Contract of April 27th
.
His ill thought out logic was that because the disputed bill was correct according to that contract, I must therefore pay it.
He faltered when I pointed out the contract he was looking at was not the one I had signed, nor was it the contract I had been paying for these past 6 months.
'Then I cannot help you' he said
That was my last NTL conversation. It was clearly doomed and it just couldnt go on.
'Mr T,' I said, 'As far as I am concerned my relationship with you ends here. Right now. That's it.'
I thought he seemed slightly nonplussed
'You can have your set-top box back if you like' I added.
A new bill did arrive, detailing different charges for the same period, but the odious Ms C seemes intent on pursuing action for the intial bill regardless.
I don't think Mr T has told her that I have finished our relationship.
I have since received letter saying that NTL are referring the matter to debt collectors.
I have sent them a letter saying I have referred the matter to Ofcom and the small claims court.
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Re: NTL are destroying me!
