HELP - How do I escape from them

LixeL · 17-09-2006, 09:26

During my 1/2 hour lunch break at work for several weeks (not every day though) I tried to contact NTL home moving department. Each time listening to hold music for 30 minutes.

Tried their contact form on the website several times, only to get an email back from them saying they cannot discuss via email account details. The emails clearly stated I was moving house, wanted to cancel and gave my phone number for them to call me. They never tried.

Finally on 13th July managed to get through to CS who said that the 30 days notice would begin from that date as the emails had not been registered on my account (even though I have automated replies from NTL CS). 14th July, checked phone, disconnected. As house was empty I could not check BB or TV services, presumed also disconnected.

I allowed the BB payment to clear two weeks post leaving the property and allowed the TV/Phone payment (which included billing for TV services up to six weeks post notification). Then cancelled the DDs.

Via post office forwarded mail they are still calling me a valued customer, trying to sell different services, channels, inform me of price hikes in the future, and daftest of all billing notices for a disconnected phone/TV.

I called their CS the 3 weeks ago and promptly (and unusually) lost it when I was told the BB wasn't deactivated and did I want it deactivated, if so it would be 30 days from that date. (Very uncharacteristically told him he could do whatever the **** he wanted with his BB, I did apologise after though).

Sent them a letter (recorded) 2 weeks ago explaining all of this very clearly and have yet received no answer. The email is still active as its forwarding mail to my yahoo account.

So, if I cannot inform NTL by:-
Phone
Email
Letter

how the nthell do I escape. The bit that most scares me is the thought of debt collection agencies and bad credit ratings etc, i've never had anything like that happen before and its driving me loopy.

How the nthell do I get this sorted?

Ironically of all the processes in moving house NTL has been the most stressful, everything else has just chugged along. I have in the past 6 years recommended lots of people to NTL as i've never had a problem with them to date. Now I shall personally do everything in my power to dissuade anyone from NTL services (already found the in-laws a better deal elsewhere and they are starting the cancellation process, ditto a work colleague.)

Ken W · 17-09-2006, 11:41

[quote=LixeL;ISent them a letter (recorded) 2 weeks ago explaining all of this very clearly and have yet received no answer. The email is still active as its forwarding mail to my yahoo account.

So, if I cannot inform NTL by:-
Phone
Email
Letter

how the nthell do I escape. The bit that most scares me is the thought of debt collection agencies and bad credit ratings etc, i've never had anything like that happen before and its driving me loopy.

How the nthell do I get this sorted?

Ironically of all the processes in moving house NTL has been the most stressful, everything else has just chugged along. I have in the past 6 years recommended lots of people to NTL as i've never had a problem with them to date. Now I shall personally do everything in my power to dissuade anyone from NTL services (already found the in-laws a better deal elsewhere and they are starting the cancellation process, ditto a work colleague.)[/quote]

I would suggest you phone :-
NTL Ltd

Head Office
Tel: 01256 752000
NTL House, Bartley Wood Bsns Pk Bartley Wy, Hook RG27 9XA

Paul K · 17-09-2006, 16:44

You can also complain via the responstek form and I would think at some point a passing team member will see this thread and offer their help in getting you in contact with NTL for a proper resolution.

Graham M · 17-09-2006, 17:30

Quote:

Originally Posted by Paul

You can also complain via the responstek form and I would think at some point a passing team member will see this thread and offer their help in getting you in contact with NTL for a proper resolution.

Responsetek form?

LixeL · 17-09-2006, 19:27

Hi Ken,

Admittedly I have not tried calling their head office number, just the CS and moving house numbers. However my guess is I would probably simply get fobbed off with a "please call the CS number on your latest bill". Plus, having read some of the posts on here I think I want a written resolution so that when the debt collection agency suddenly turn up in a year at least i've got a resolution in writing.

Paul,
I am assuming the responsetek form is the one on the website, if it is I have already tried that twice (before moving house), fully explaining the situation and asking someone to call me, the first response was an auto reply saying that it was being passed to the correct dept, the second reply was simply, call NTL CS, even though I had explained in the form that I had tried this and gave them a number to call me.

Zeph,
Just noticed you're from my neck of the woods, just moved from Poole (Oakdale) to Corfe Mullen, and hey guess what, one part of the NTL website says I can get NTL services and another says I cant, both using the same postcode.

Hopefully the letter I sent two weeks ago will get some response, I asked for a response within 15 working days, if not I would seek legal advice and also contact otelo, but then I guess that will hardly have them shaking in their boots.

Graham M · 17-09-2006, 21:51

Quote:

Originally Posted by LixeL

Zeph,
Just noticed you're from my neck of the woods, just moved from Poole (Oakdale) to Corfe Mullen, and hey guess what, one part of the NTL website says I can get NTL services and another says I cant, both using the same postcode.

Ooo Corfe Mullet, from a built up Area to the middle of nowhere, give NTL a buzz, they can probably help. I live in Parkstone.

LixeL · 19-09-2006, 18:35

Unfortunately as described in my original post of this topic, giving them a buzz doesn't seem to work, neither does their contact form, email or (as its now over two weeks since I sent it) even letters.

The whole point was how do I get through to NTL that I have moved, we are no longer receiving their services, please stop trying to draw money from the bank and sending gumpf (forwarded mail) saying how much they appreciate my custom and the prices are going up!

The parrot is dead, it is a dead parrot.

uk1trev · 19-09-2006, 20:03

Good luck you may need it

LixeL · 23-09-2006, 09:40

Cheers, reckon its going to take a miracle.

Still, DDs are cancelled and they dont know my new address (I still get the post by forwarded mail).

Ironically looking at the TV/phone bill the TV services are paid in advance and I paid the last one almost a month post moving out, so in theory they probably owe me money. Perhaps I need to contact a debt collection agency.

Next step is contact an old mate on the local rag, reckon we could do a sob story in the Echo about NTL woes and how I am being driven to desperation.
Anything to get them to just acknowledge I have stopped receiving their services and close the file.