NTL Customer service/billing problem

[ryan23]

Hi, I'm wondering if any of you can help. I decided to complain about the pricing that we were receiving from NTL and mentioned we wanted to leave and move to Talk Talk (as many have done). They gave us the similar offer to Talk Talk of 2MB (told rising to 10MB later in the year), with Talk Unlimited 24 and phone line all for £20.99.

It almost worked the first month, charging us at £23.49, but from then on for the past 4 months we are receiving 4MB with Talk Unlimited and line rental all at full price at £49.99 (discounts not added) (In June it was even worse at £62.98!). We have contacted Customer Services 5 times trying to resolve the issue. They say that they will give back the extra money they've taken and add the discount for the future (this happens every time we've phoned). This has never worked and we dont know what else we can do to get this sorted. Hope you can help.

[opelfruitcase]

Originally Posted by ryan23

Hi, I'm wondering if any of you can help. I decided to complain about the pricing that we were receiving from NTL and mentioned we wanted to leave and move to Talk Talk (as many have done). They gave us the similar offer to Talk Talk of 2MB (told rising to 10MB later in the year), with Talk Unlimited 24 and phone line all for £20.99.

It almost worked the first month, charging us at £23.49, but from then on for the past 4 months we are receiving 4MB with Talk Unlimited and line rental all at full price at £49.99 (discounts not added) (In June it was even worse at £62.98!). We have contacted Customer Services 5 times trying to resolve the issue. They say that they will give back the extra money they've taken and add the discount for the future (this happens every time we've phoned). This has never worked and we dont know what else we can do to get this sorted. Hope you can help.

This is normally because retentions will only apply the discounts for three months at a time because thats the only period of time they can put them on for. If they say that its going to be a longer period than that its normally because they should be putting notes in their diaries to go back into the account every 3 months after that date to reapply the discounts AFAIK. While this may not sort out the problem for you hopefully it will shed some light on why its happened.

[ryan23]

Is there anyone that can be contacted to get it sorted, cos phoning customer services does nothing.

[lostandconfused]

could try going back to the retentions dept, 0800 052 9403 mon - fri, 9-5

[ryan23]

Retentions is what ive been doing, not customer services, sorry. They say they'll sort it out, and its shown on their system, but when it comes to billing, they take money out but nothing back.