NTL refunds - do they ever happen?

[rscott101]

I moved house back in February, and terminated all my broadband, tv & phone packages (notice given in January). NTL were given the new address and updated both accounts (at the third attempt). Failed to tell the collections team though, who tried to collect the STB 4 times from the wrong address and once from my work address on the one day of the week I told them I wouldn't be there.

Last month I managed to extract final bills from them - both sent to new address. These showed credit balances on both accounts. Yet another 2 calls and they manage to raise refund cheques. For some reason, the billing representative thought it strange when I suggested that, perhaps, these cheques should be issued automatically?

Called today and found out that they'd sent 2 cheques 3 weeks ago, but to the old address! Billing person re-requested refunds and promised a supervisor would call me back today.

Called again (5 hours later) as hadn't heard from supervisor. Turns out only one of the two cheques had been requested - aargh. They're now going to re-issue the cheques again after having added notes in every possible place on the system pointing out that they should go to billing address, not the old one.

Guess I should just consider myself lucky that they managed to stop billing me when I moved?

Richard

(edited for spelling error - must remember to use preview).

[Chris W]

I am currently trying to get a refund out of ntl from when i closed my account a few weeks ago but they aren't keen to play ball...

*watch this space* !

[jonbr]

As with all companies, they are very keen to bug you when you owe them but not keen to be bugged when they own you. I'd write them a letter and tell them you are going to charge interest at a very high rate (loan shark rates should do it)

[rscott101]

Well, still waiting for refund. Last monday, Cust Service told me a cheque had been sent that day.
Saturday - no cheque. Phone them to be told 'No sir, no cheque has been issued. No-one would have told you otherwise.' and, of course, there's no notes on the account to say I spoke to someone on the sunday. Supervisor promises to chase payments and get back to me monday morning. Was also going to explain the delays to her manager, so he could call me to, at the very least (her words), apologise.

Monday morning - no call. Spoke to CS at lunchtime - no trace of anyone accessing my account details on saturday. They don't want to accept that I spoke to anyone at all. They also don't understand why I'm getting fed up waiting for them to pay me the money they've had since February.
ARGH!
Am now promised that this supervisor will be chasing this up and will call me back as soon as they have any news.

Hmm. anyone got a sample debt collection agency demand document. Think it might be time to send one to NTL

[Raistlin]

Hi (and a belated )

You need to write down the names of the people that you speak to, and the times that you speak to them.

This way it reduces their ability to deny any knowledge.

[rscott101]

I've been doing this, but it doesn't help. For example, on saturday, I spoke to Heather at 10.15.
Told them this today and just get told 'she never put any notes on the system' - as far as they were concerned today, that call never happened.

[jonbr]

Companies don't like being taken to court for debts.

So, if the amount is less than £500, tell them you are going to apply to the small claims court for the payment of the money owed. The small claims court will handle any amount under £500 and you don't need to involve solicitor so they won't know if you mean it or not.

[Neil]

Originally Posted by rscott101

I've been doing this, but it doesn't help. For example, on saturday, I spoke to Heather at 10.15.
Told them this today and just get told 'she never put any notes on the system' - as far as they were concerned today, that call never happened.

Did you get the name of the person that told you that?

[rscott101]

Yep. She was the person who the supervisor said would call me back as soon as they heard from payments.
I called today - apparently payments got back to her within 30 minutes of my call yesterday. Surprisingly enough, no-one from NTL had called me.

Payments have declined one refund request! Seems that when they received the first refund cheque back (sent to old address), they noted it on the system, but didn't adjust the balance, so the new request was refused.

Today's helpful person (not sarcastic, they really were helpful) has added copious notes, a balance adjustment and a new refund request.

They've also lodged a complaint for me about the various problems encountered with this refund. They were very embarrassed by the fact that yesterday's person hadn't called me back, even though there was a note on the account to say she was going to. Her supervisor is going to call me tomorrow.

One piece of good news. About halfway through the call, as she was switching between my 2 accounts, a note confirming a refund on one of them appeared.

[zoombini]

So possibly a result happening then.

However, what is likely to happen is that 6 months down the line you will be charged whatever the refund amount is, because the computer is tidying up or something & you will have all this problem again

I know, I have been there.
Just glad I'm not any more.

[Russ]

Yet another occasion which proves that when ntl offers you a refund or credit, it is imperative that you take the person's name, extension number, department, location, supervisor's name etc.

[Tricky]

I get a refund every 12 months when they forget to give me half price line rental. Normally it comes off the next bill so doesn't help you - guess it's a hassle for them to raise cheque etc. to pay you back.

Did you pay via Direct Debit? - If so get your bank on the case

[Darkies Gem]

I think NTL still owe me money
Will have to chase them up sometime soon really. Trouble is, they don't send bills through the post, one of mates has told me that bills are on the ntl website and they should have gave me a password and stuff for it, but alas! They havn't even told me about the internet billing service. When i do get around to ringing them, I think were going to having some pretty stern words.

[rscott101]

Just had a call from the supervisor - complete waste of time.
He didn't see what I was complaining about - "Your refund has been requested, what's the problem?"
Told him to read the notes and then tell me if that was good service from NTL.
Slight pause and then just "well, we've done all we can here - the cheques will be with you within 4 weeks.".
I did ask to be called once the refund was approved, but apparently "this would serve no purpose and would only delay things?"

He's requested a letter of apology to be sent to me, but there's no chance of compensation for the 15-20 phone calls I've made to NTL and the 3 or 4 hours wasted trying to sort this out. Told in no uncertain terms that this isn't possible once the account is closed.

One little nugget of info from him. He confirmed that CS had requested the first refunds to the service address, not the billing address, despite me confirming which address they should go to. He admitted that this might, possibly, have been a mistake by CS, but "there's nothing I can do about that".

Ah well. Be back in 28 days when the cheques have mysteriously not appeared.

[gavnad]

your chqs turned up yet?