We moved house on the 15th December 2005 after several years of Broadband internet with no complaints. I advised NTL of this in advance and requested that the new house be connected with the same service. Thats when my problems started....
After various delays and much chasing - I won't bore you with too many details - it was announced that the new house was not serviceable as the spur was too far away. I had to chase to get this information and was told my account would be closed and the DD money for the 2 months would be refunded. No problem I thought. I had to join BT internet and was back on line in a jiffy! I then received another bill from NTL so chased it up and was told it is a mistake and that the money would be refunded. The following month I received another bill.... Onto the phone again and asked if I should have cancelled my DD? Oh no I was told - how will they be able to refund my money if I do that?? Another month another bill... onto the phone again...apparantly I must have been speaking to the wrong department... please speak to the moves and transfers department, OK I did - no problem sir your account is closed and we will refund you.... then another month another bill.....
I finally cottened on and cancelled my DD! Maybe I was too trusting and gullible?? Then another month another bill - we can't collect your DD and my outstanding balance is owing despite my monthly payments and NO SERVICE for 7 months!! Onto the phone - not this department, we can't transfer you - try this number - number is dead - theres a 30 minute queue etc etc. and I'm paying to listen to musak!!! AAAAAAAAAAARGH!!!,
Finally, I get through - don't worry we have cancelled your outstanding balance. A refund - I can't do that - speak to moves and transfers department (again). Paying to hang on the phone - eventually get through to a very apologetic and helpful girl who checks my notes and tells me that it is obviously an error and to wait while she raises a refund cheque that will be with me in a few days... HURRRAH! Problem over.
This was 2 weeks ago - so was I silly to assume that a) my so called 'outstanding balance' had been cleared. b) That all my previous payments would be refunded by cheque??
Obviously - tonight I arrived home to find a bill demanding my outstanding balance.... after 7 MONTHS WITHOUT SERVICE!
My faith in human nature is at an all time low - I despair in trying to phone yet again.... so can anyone suggest an address or email address I can that try to get through on? Has anyone else had the same problem?? Would appreciate any advice - thanks!
Join CF
You are here: 
Pulling my hair out with NTL billing - can anyone pls help?
and nil points to Customer Assistance.
