NTL took my money and wont return it!

[Maxg]

First post.

In June 2005 I moved house and ceased to be an NTL customer on Broadband, I followed all the procedures and everything went through smoothly.

In May this year I discovered NTL had continued to draw Direct Debits from my account for this service.

I called customer service who agreed I was due a refund. I waited for the promised cheque - nothing. I called again - 14 times to date, always "yes we owe you the cash" but never any cheque.

I understand if I do an indemnity claim I will get the cash but my Credit rating will suffer because the NTL account will show a negative balance.

So, what do I do now? As far as I can tell NTL customer service is just broken promise after broken promise. Otelo is an option but it just means more delay whilst the matter is investigated. Surely if NTL agree I am owed money it should be a simple matter of paying it back.

Any advice from people in the same situation would be appreciated. I can't even find NTLs complaints procedure anywhere.

[Theodoric]

Try writing. The address is on the back of the bill; it's up North somewhere. My one experience of doing this is that they do reply, but it will take them at least a week. It isn't called snail mail for nothing!

[Paul K]

Try the code of practice page 8 for addresses, information and complaints procedure
http://media.venda.com/ntlhome/ebiz/...ages/cop06.pdf