Suspended Account - nightmare!

LoubyLou · 11-07-2006, 16:06

We're at the end of our tether with NTL, long story but will keep it brief....

We cancelled our account with NTL in writing back in December 2004 (yes, 2004!)....we switched to Sky & BT. We believed account had been cancelled. Then we started getting credit "bills" saying we were in credit with NTL. We rang, they told us account has been put on suspension. We informed them we wished to cancel as per our original letter.

We are now receiving bills for telephone line rental plus a non-direct debit charge for a service we haven't had for 18 months !

We are also receiving threatening unpaid bill letters stating that our credit rating will be damaged if we don't pay.

We've tried to sort this out by phone - each time spending 1 hour plus on the phone (on 0845 rates) trying to sort this out, but each time we get passed around departments and nothing gets sorted.

We resorted to sending a formal letter of complaint back on 29th June. We have had no reply or contact whatsoever, depsite NTL's published code of practice stating that they will respond to all complaints within 48 hours !

Any ideas anyone?

Thanks

11-07-2006, 16:13

Think there's been a few people this has happened to. Hopefully someone should come along soon to give you some advice.

to the forum

Paul K · 11-07-2006, 16:21

PM a team member and they will get you in touch with people in NTL who will be able to help you.

MovedGoalPosts · 11-07-2006, 16:47

LoubyLou

to Cable Forum

Cable Forum does have some contacts at ntl who have been able to cut through some of the red tape that your encountering. If you want us to get them on the case, please send me some details via PM - your address, account number, daytime phone number, and an email contact. We'll see what they can come up with.

LoubyLou · 13-07-2006, 11:25

Thanks to the generous assistance of members of this forum, I have had a call today from someone in the Executive Office in NTL who has personally picked up our complaint and has committed to responding and getting things sorted for us.

Real progress - will update the board on the final outcome.

Thanks to all for your support and assistance.

LoubyLou