Just when you thought NTL's billing system was fixed...

[jht2k]

Just recieved a 'Disconnection Notice' letter from ntl warning that my account is in debit by 57.12 and should I not contact them within the next 7 days, they will start disconnecting services, removing equipment etc.

The funny thing is that both my broadband and phone are both paid by DD and the account from which these funds are taken never goes below about £300.

Having spoken to the delightful Sian at NTL, they claim that the direct debit has been cancelled.

This would all be quite a feasible situation if it wasn't for the fact that exactly the same thing happened in December last year. At that time, I eventually got through to a supervisor named Lisa who had the common sense to clear the outstanding "debt", owing to the fact that NTL's system had actually failed to take the money from my account even though the DD on my account was fully active. I even went to the extent of getting a letter from my bank to support my claim that the DD had not been cancelled and no attempt had been made to debit the account.

Anyway, I'm awaiting a call from a supervisor within the obligatory "24 hour" timeframe and hope to update this thread with a happy ending.

Anybody else experienced similar problems in recent times?

[jht2k]

Spoke to Caroline in credit control who took £25 off the outstanding amount if i was willing to settle it immediately. Spoke to Clare in cust support who's given me half price broadband for the next 6 months (2meg for £12.50 per month).

Folks, ntl will go a long way to hold onto customers in the intensely cut-throat telecoms market and you should use this to your advantage. If you're a victim of dodgy billing, don't sit back and take it - stick up for yourself! What have you got to lose?

[Chrysalis]

You have proven my point NTL are still inconsistent in the way they treat customers, I have recently been victim of billing errors and problems and the most I could get was 50% of the money back they wrongfully took of me, I got no 6 months free broadband offer like yourself, I have even been told that on this new billing system its impossible to apply discounts to existing customer which until now I had only believed was a lie, but now I KNOW it was a lie. Yes its always a good idea to stick up for yourself but depending on who you talk to you may or may not get anywhere.

[scrotnig]

Originally Posted by Chrysalis

You have proven my point NTL are still inconsistent in the way they treat customers, I have recently been victim of billing errors and problems and the most I could get was 50% of the money back they wrongfully took of me, I got no 6 months free broadband offer like yourself, I have even been told that on this new billing system its impossible to apply discounts to existing customer which until now I had only believed was a lie, but now I KNOW it was a lie. Yes its always a good idea to stick up for yourself but depending on who you talk to you may or may not get anywhere.

But then again, seeing as staff are human not robots, and seeing as they have a certain amount of discretion, then no two cases will get dealt with exactly the same.

[jht2k]

Bear in mind that I spoke to Credit Control to sort out my account, and then immediately phoned cancellations (aka "customer retention") to get my compensation. On all 3 (maybe 4) occasions that ntl have screwed up my billing, I've never failed to get worthy compensation from customer retention. It all boils down to saying:

1) The service I recieve from ntl technically is spot on
2) However I'm totally disillusioned with the time I've wasted trying to sort out ntl's billing errors (don't make things up, they do check).
3) I don't want to cancel due to 1), but I want some kind of compensation/goodwill gesture for the time I've wasted in 2). I'm looking for your suggestions on what form this gesture might take.

Bingo - free line rental/half price broadband/upgraded broadband/any other offer on at the time.

[andygrif]

Start at the highest point and work down...sometimes you'll get it.

I would ask for the outstanding amount to be written off due to their error. Say that you are concerned that, as this has happened twice now, they are not learning by their mistakes, and a financial penalty might help them cure their problems (LOL)

Give it a go, see what happens

[Chrysalis]

guys thanks for advice, I probably should have rang cancellation department and next time I will, whilst I didnt deserve half price broadband or something similiar I did deserve my money back from their double billing. Lesson learned for next time.