Need advice

[Magpies]

Hi - long story, please bear with me.

Husband was phoned by NTL sales rep in January. Sales rep informed him that as a new offer for existing NTL customes, we could have telephone service, 1meg broadband (already had both of these) AND the full and complete Sky TV package complete with movies and sports for £38.00 per month. As we already have Sky and pay Sky £40ish for the whole lot, my husband repeatedly asked the rep if the deal (Sky for free!) was correct as, in hubbies own words, 'too good to be true'.
I was stood next to hubby all this time (50+ minutes) as hubby continually asked the rep to confirm what he was saying. In the same call, hubby also stated that it was no good for us as we are planning to emigrate in the summer. Again, he was assured that we could cancel at anytime, and even said 'try it out for a month, see if you like it'.

Now, the bill arrives yesterday - £94.00.
We telephoned NTL, who said they would look into it.
They rang us back tonight - have recording of the call, and admit sales rep wrongly informed us of the deal - sales rep has been 'reprimanded' due to misselling. However, they now say we still have to pay for a year at the 'correct' price. Their only 'offer' was to say that we should send our own Sky package back to Sky, keep the NTL and they will save us £4 per month. They also say that we have entered a verbal contract so will not collect the system back, or cancel the agreement (which is not what we were sold).

Phew! I think that is about it - be very, very grateful for any advice. We are waiting for Customer complaints to ring back - but not holding our breath!

Many thanks!

[Derek]

to the board.

If they have a recording of the call I would think they would have to honour it.

As it is as they have admitted misselling the package I'd get then to remove the TV service as its clearly not what you agreed to have.

[chambece]

Hiya Magpies,

I'd have thought that you would be able to cancel the TV anyway, as you still wish to remain a customer for BB and telephone....

Sounds like one big mistake on their part.....

Hope a mod or employee comes to the rescue soon!!


Craig

[driver_problems]

Originally Posted by Magpies

Now, the bill arrives yesterday - £94.00.

Are you sure its not that business where they bill you a load of stuff in advance - a month or so and prorata charges etc. That comes up a lot in ntl billing things?

[Chris W]

ahhh what a salesman! say everything you can get get the sale... lie... deceive... yup sounds about right!

unfortunately by using the equipment you have become bound by the contract (btw you should have received a letter before installation detailing all of the charges and terms and conditions).

It sounds like your best bet is to do what ntl have suggested- they have clearly made the suggestion which is in your best interests because will save you the most money.

WRT cancelling- if you move to a non-servicable area ntl will normally cancel the account- hence if/ when you emigrate there should be no issue with cancelling.

[Mr Angry]

"They rang us back tonight - have recording of the call, and admit sales rep wrongly informed us of the deal - sales rep has been 'reprimanded' due to misselling."

I'm unsure if you have a recording of the call or if NTL have a recording of the original call.

Either way - if an admission has been made that you were misled into accepting a service then, "verbal" contract & use of equipment aside, any purported "contract" is not only void but also illegal under the terms of the 1998 unfair terms in consumer contracts legislation.

There are other legal factors to be considered also, for example, was the original call unsolicited?

Hopefully one of the "cruisers" on the forum will sort out the mess - if not then you should exercise your rights under the aforementioned act.