Overcharge issue with NTL

NotThatLot · 22-01-2007, 12:27

Hi all,

Just found this forum, great to see a place to gather and complain about our favourite entertainment provider

My situation is this. I got a letter from NTL saying they were changing their billing system etc which was then followed by another letter saying they had overcharged my account. I thought to myself "not again". In my first year with NTL they overcharged me by ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£200 on my Broadband account. I got my money back after about 20+ days in the form of a cheque.

After getting this letter about this 2nd bout of overcharging I called them to find out what went wrong. I had a credit of ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£156!!! Basically what happened was I moved to the 4mb service from 2mb and for some reason after 4 months or so I was moved back to 2mb but they still charged me for the 4mb service... wow thats very nice guys thanks! To make things even more stupid instead of refunding the credit to my broadband account they put it under my phone account! Now this I am certain was done delibertely. I spend about ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£10 a month of phone calls so by putting the money there, the credit gets used up very slowly while my money sits in their bank account earning interest to pay off their stupid debt. Now I asked the woman on the phone that I wanted the money refunded to me. She said no because I had an open account... what does that mean?? I told her (getting annoyed at this stage) that this was not the first time I had been overcharged but at least then I was given my money back. She wouldn't do that. All she would do was transfer the credit to my broadband account. Now that is ok in a way as it will mean no direct debit for my broadband for a bit. But still its the principal of the thing plus I don't like the idea of them making money off my money. At this stage I was very angry and I said to her this wasn't good enough and that she would have to do something about my complaint. Her reply was "we have already apologised and have given you your credit back, what more do you want?". Grrrrr!!! She gave me the address to write a complaint too (waste of time I know).

Is there anything I can do to get my money back? From reading other threads it appears NTL have changed their policy on refunds. I might ring them again and speak to the broadband dept and complain there. Maybe a different person my be more helpful...

TIA!

MovedGoalPosts · 22-01-2007, 13:00

to Cable Forum

I don't see, legally, how ntl:telewest can refuse to refund you money if you have been overcharged. It's not their money, it's yours. Write that letter.

banjo · 22-01-2007, 14:05

If you are paying by direct debit you can contact your bank and explain what has happened, your bank will then have to refund any over payments then sit back and watch it hit the fan, good luck.

NotThatLot · 22-01-2007, 14:27

Cheers for the welcome Rob. Those were my thoughts as well.

Banjo, now that is a very good idea! I shall look into this. Cheers for that

banjo · 22-01-2007, 14:48

The Direct Debit Scheme protects you and your money by means of the Direct Debit Guarantee.

Direct Debit guarantee, enjoy.

This Guarantee is operated by all banks and building societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own bank or building society.

The Guarantee
If the amounts to be paid by Direct Debit or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

If any payment is made in error, you should contact your bank or building society who are responsible for giving you a full and immediate refund - even if the original error was made by the organisation collecting the payment.

Direct Debit is one of the safest ways of paying your bills. Fraud rarely occurs because organisations using the Direct Debit Scheme go through a careful vetting process before they're authorised, and are closely monitored by the banking industry. But if money were to be taken from your account fraudulently you'd be protected by the Direct Debit Guarantee, and would be entitled to an immediate refund from your bank or building society.

Don't forget, you can cancel a Direct Debit at any time by contacting your bank or building society. We also recommend you notify the organisation concerned.

NotThatLot · 22-01-2007, 15:14

Cool thanks for posting that. I do wonder though if an issue might arise where NTL claim I have already been credited the money? In their eyes anyway.

bonzoe · 22-01-2007, 17:32

Has anybody actually got their bank to refund monies under the DD guarantee? Does this also cover times when NTL take money without sending a bill?

icklelight · 26-01-2007, 17:56

bonzone.....i have seen quite a few accounts that have a refund on them due to indemnity being claimed

so yes it does happen....and if it doesnt then that bank deserves shooting because the onus is on the banks to refund the money and then claim it back themselved off ntl:telewest

ndojl · 30-01-2007, 11:19

I too have repeatedly suffered from the NTL overcharge. To be honest I think their bills are far too complicated to understand if you have multiple services.

I am currently in the process of writing to their CEO with a bill for my time and interest I am charging for them 'borrowing' my money, as I am also sick of

1) being overcharged

2) having to argue with at least half a dozen people to get my money back - persistance does pay off though, Just keep saying I don't want a credit I want my money back, it is my money, you overcharged me, you have to refund it, if they say they can't then tell them to put you through to someone who can!

3) waiting several weeks for the refund to arrive

hopefully I will get my 'bill' paid - we'll see........

NotThatLot · 05-02-2007, 16:12

Ok guys semi result. Just got off the phone having been passed round to 4 different people, each time having to explain the situation. The final person said the best way is to go the bank and ask for a Direct Debit Indemnity to be done. So I shall trot off to the bank and fingers crossed my cash will be in my hands and not theirs!!!

Shall report back once I get it.

NotThatLot · 01-03-2007, 08:56

Been away on holiday but before I went I spoke to my bank about the Direct Debit Indemnity. NTL/Virgin Media are a bunch of lying thieves. All the bank can do is reclaim the last direct debit... ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£24.99. So I can't get all my credit back. Am really angry over this now. They deliberately lie to you and put you through hoops with no regard for the customer. Preaching to the converted I know. Anyway I am hopefully moving soon so I can vote with my wallet. Never going to use them again!