Billing HELL!

[dino2004]

Hi all,

All this trouble started in July when my usual direct debit of £24.99 for broadband jumped suddenly to £90.84.

Instantly i rang them and asked what was going on. They told me i had been charged for a few accounts rather than my BB for £24.99.
I had a couple of options about this and choose to have my account is credit of £65.85 meaning i would have August and September in credit and then only have to pay £9.12 in November, then go back to normal debits of £24.99 in December. They assured me this was done.....boy were they wrong.

I rang to change my bank details as i had changed account and again to enquire why i never received a copy of my bill - this was traced down to the bill being sent to an address 100 miles from my house!!!
They then told me that my account was no longer in credit and they cannot see a charge of £90.84 having been debited.....Que steam from my ears!

After being assured by the friendly woman at NTL CS that it was rectified i sat assured that i wouldn't have to call them again...oh no i checked my account details and it would seem that this month (Sept) they debited £10.94. I ring them again and they cannot see any credit on my account nor can they see the previous payments...

What can i do as I'm getting fed up being on hold for nearly 30 mins at a time only to be told that they cannot help as they cant see anything on there system and they cant transfer me to the person i need to speak to as they cant do that.

I have no issues with their supply of BB just their diabolical CS. I just want this credit situation sorted out.....

Any help/advice is greatly appreciated...sorry for the long post but its the best i can describe it.

[Angua]

Hi and to CF

Hopefully someone will be along shortly with more help but meanwhile do fill in the Response Tek form. NTL management do look at these so well worth airing your grievance.

[dino2004]

Thanks for the welcome.

Will fill in that form now.

[MovedGoalPosts]

to Cable Forum

Mick & Simon of the CF Team have developed a strong relationship with senior management at ntl. Their channels can often resolve problems where other attempts fail.

If you care to PM some details, I will forward and we will see what we can do for you.
We need:
Account Number
Account Name
Your Address
Full description of the billing problems

[dino2004]

I'd like to say thanks to Jill (if she reads this) for her help in resolving this matter and sorting it so quickly and efficiently. Thanks to Rob for passing on my details.

Jill has sorted out all the system problems and has kindly credited my account for the trouble i have received.

Thanks for your help Jill and Rob!!!!!

[Jules]

I am glad it has all been sorted for you, oh and welcome to the forum