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Hi All,
I've a problem I hope one of you can help me with. Last October I moved to new house, I informed NTL to send an engineer to set up my broadband modem, and to cancel my NTL phone as the house I moved to already had a BT phone (I'm renting and didn't want to do too much to the house). The engineer arrived and sorted the modem, no complaints, I carried on with the direct debits and received emails informing me when the money was coming out. Everythings fine. Just after Christmas I received a demand letter for £77, no bill, no items just a £10 late payment charge. I rang NTL and the lady I spoke to was most helpful and after 10mins on hold sorted it and told me she couldn't find where it had come from but someone had used the wrong code when I cancelled the phone. Everything was now sorted out. Then on 20th Jan I receive a letter from NTL demanding £39.65 and stating "As you are aware your services have been stopped because you haven't paid your overdue bill" I wasn't aware as my broadband is still working and I don't get anyother services from NTL. Also on Saturday I received a letter from Moorcroft Debt threatening to go to court to recover the £39.65. As I've no idea what this money is for and NTL doesn't open for another hour, what is the best step to take next? and which department will sort it out?
Sorry to be so lengthy, but I wanted to give as much info as possible.
Stevenb
1) tell Moorcroft, in writing, that the account is disputed and should be referred back to ntl
2) phone ntl customer services, make sure you get the name of the person you speak to, explain the situation and that you will not be paying the bill as you are not liable.
3) tell ntl, in writing, that there is no account to pay, and quote the above conversation. Send that to ntl by recorded delivery, to the billing addrress.
---------- Post added at 10:10 ---------- Previous post was at 08:28 ----------
They've been charging me twice for the broadband and only collecting one, hence the arrears. £11.66 for Dec and £27.99 for Jan? Once I'd pointed out the direct debit being taken she removed the balance owing to £0 and I should receive a bill for £0 in February. She also stated they will be getting in touch with Moorcroft to stop procedings. I will also be getting in touch with Moorcroft and NTL to make sure this hasn't affected my credit. I still wonder why it got so far before I knew anything about it, no bills, no letters just a demand and a notice from a debt recovery agency. At least it's almost sorted for now....
Unfortunately, ntl's computer billing systems are a minefield of strange happennings. Just because the screen says one thing, it often does another due to some hidden action created by a different operator. As for not gettinng told earlier, that seems to be commonplace.
Make sure you have a full note of that conversation, and yes follow it up in writing. Check that bill closely when it arrives to see what they say will happen, actually did happen.
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