I'm still a customer !!!!!!!!!

Escapee · 14-03-2005, 19:20

I cancelled my Freedom service with ntl about 9 months ago, after much problems when ntl passed my details to a debt collection agency who claimed I owed fifteen quid. I had a lot of trouble sorting it out, twice they ut the phone down on me cos they couldn't sort it, and I was probably affecting their stats.

I eventually had help from an employee on this site who made sure I was sent a final statement, and a manager who I contacted in ntl, who appeared to ruffle a few feathers to get it sorted. I gave a months notice in writing and my accout was closed, I kept an eye out for a couple of months just to make sure they didn't steal any money from my account.

Today, I have received an account statement with a balance of zero, payments zero, and amount due zero..... Thats OK, but why are they communication with me, and why do I still have an account number?
Surely my account no longer exists, its a bit worrying that they could possibly claim money from my account by DD at any time.

A number of years ago when I worked for ntl one of the managers whos now no longer with ntl, and running a department/division that no longer exists, told me about one of the management meetings where it emerged that the company was not taking bad debtors or closed accounts off the system, they were using these to fool the banks into thinking they had more customers then they really did. I also remember ntl claiming tens of thousands of houses passed with cable tv systems that had been closed years ago.

It certainly gives the impression they are either still a very disorganised rabble, or possibly up to their old tricks again.

Chimaera · 14-03-2005, 19:25

Make sure you cancel the DD with the bank - then ntl cannot get any more money from your account IIRC.

scrotnig · 14-03-2005, 19:25

Quote:

Originally Posted by Escapee

I cancelled my Freedom service with ntl about 9 months ago, after much problems when ntl passed my details to a debt collection agency who claimed I owed fifteen quid. I had a lot of trouble sorting it out, twice they ut the phone down on me cos they couldn't sort it, and I was probably affecting their stats.

I eventually had help from an employee on this site who made sure I was sent a final statement, and a manager who I contacted in ntl, who appeared to ruffle a few feathers to get it sorted. I gave a months notice in writing and my accout was closed, I kept an eye out for a couple of months just to make sure they didn't steal any money from my account.

Today, I have received an account statement with a balance of zero, payments zero, and amount due zero..... Thats OK, but why are they communication with me, and why do I still have an account number?
Surely my account no longer exists, its a bit worrying that they could possibly claim money from my account by DD at any time.

A number of years ago when I worked for ntl one of the managers whos now no longer with ntl, and running a department/division that no longer exists, told me about one of the management meetings where it emerged that the company was not taking bad debtors or closed accounts off the system, they were using these to fool the banks into thinking they had more customers then they really did. I also remember ntl claiming tens of thousands of houses passed with cable tv systems that had been closed years ago.

It certainly gives the impression they are either still a very disorganised rabble, or possibly up to their old tricks again.

Closed accounts always remain exactly that, closed. They stay on the system though, and always have doen. It isn't used to fool anyone, since these accounts are not active, but the data remains on the system. In reality if it didn't then answering any future queries (such as yours!) would be impossible. I understand there's also a legal requirement to keep records of them for a certain period anyway.

I have in the past when dealing with cancellation requests had legal threats from customers to remove all evidence that they were ever a customer from ntl's systems. The abuse I used to get when I explained this wouldn't happen had to be heard to be believed.

As to why you've had a zero statement...that is weird. the billing system that runs Freedom (even if set to produce paper bills) doesn't generate a bill when there's a zero balance. But I don't work with Freedom so I couldn't say 100% what's caused this.

14-03-2005, 19:32

Quote:

Originally Posted by Escapee

I cancelled my Freedom service with ntl about 9 months ago, after much problems when ntl passed my details to a debt collection agency who claimed I owed fifteen quid. I had a lot of trouble sorting it out, twice they ut the phone down on me cos they couldn't sort it, and I was probably affecting their stats.

I eventually had help from an employee on this site who made sure I was sent a final statement, and a manager who I contacted in ntl, who appeared to ruffle a few feathers to get it sorted. I gave a months notice in writing and my accout was closed, I kept an eye out for a couple of months just to make sure they didn't steal any money from my account.

Today, I have received an account statement with a balance of zero, payments zero, and amount due zero..... Thats OK, but why are they communication with me, and why do I still have an account number?
Surely my account no longer exists, its a bit worrying that they could possibly claim money from my account by DD at any time.

A number of years ago when I worked for ntl one of the managers whos now no longer with ntl, and running a department/division that no longer exists, told me about one of the management meetings where it emerged that the company was not taking bad debtors or closed accounts off the system, they were using these to fool the banks into thinking they had more customers then they really did. I also remember ntl claiming tens of thousands of houses passed with cable tv systems that had been closed years ago.

It certainly gives the impression they are either still a very disorganised rabble, or possibly up to their old tricks again.

I still get letters from Bt asking me to come back and from sky, Infact they also phoned one friday to ask if i wanted to reconnect and it would be easy as they had a record of my card and settop number

. I have since asked them to remove me from the active contact list. I think a lot of companys keep records not just NTL.

scrotnig · 14-03-2005, 19:35

Quote:

Originally Posted by Chimaera

Make sure you cancel the DD with the bank - then ntl cannot get any more money from your account IIRC.

That should be done as a matter of course by anyone who is no longer a customer of a particular company. Avoids any potential issues.

Chris W · 14-03-2005, 19:39

i believe companies are required to keep data about previous customers to conform with the data protection act- for example: if i had problems with cancelling an account with a company, and eventually succeeded, i would have a right under the DPA to request all information held on the account. If the account was deleted completely then it would not be possible to retrieve this data.

Having said that, i don't know what the period of time as, or indeed what has happened in your case!

Escapee · 14-03-2005, 19:47

Quote:

Originally Posted by scrotnig

Closed accounts always remain exactly that, closed. They stay on the system though, and always have doen. It isn't used to fool anyone, since these accounts are not active, but the data remains on the system. In reality if it didn't then answering any future queries (such as yours!) would be impossible. I understand there's also a legal requirement to keep records of them for a certain period anyway.

I have in the past when dealing with cancellation requests had legal threats from customers to remove all evidence that they were ever a customer from ntl's systems. The abuse I used to get when I explained this wouldn't happen had to be heard to be believed.

As to why you've had a zero statement...that is weird. the billing system that runs Freedom (even if set to produce paper bills) doesn't generate a bill when there's a zero balance. But I don't work with Freedom so I couldn't say 100% what's caused this.

The bottommline says "The amount due has been claimed from your Credit/Debit card on the 07/03/05"

SMHarman · 15-03-2005, 09:26

Quote:

Originally Posted by Escapee

The bottommline says "The amount due has been claimed from your Credit/Debit card on the 07/03/05"

I imagine that (except the date) is hard coded into the statement form.
__________________

Quote:

Originally Posted by scrotnig

Closed accounts always remain exactly that, closed. They stay on the system though, and always have doen. It isn't used to fool anyone, since these accounts are not active, but the data remains on the system. In reality if it didn't then answering any future queries (such as yours!) would be impossible. I understand there's also a legal requirement to keep records of them for a certain period anyway.

I have in the past when dealing with cancellation requests had legal threats from customers to remove all evidence that they were ever a customer from ntl's systems. The abuse I used to get when I explained this wouldn't happen had to be heard to be believed.

As to why you've had a zero statement...that is weird. the billing system that runs Freedom (even if set to produce paper bills) doesn't generate a bill when there's a zero balance. But I don't work with Freedom so I couldn't say 100% what's caused this.

Companies act, Accountants, Auditors, Her Majesties Customs and Excise (the VATman) etc all require this information to be retained for up to 7 years (so you can sue and they have the records or so that the revenue records can be reviewed).

If you deleted the account then you would have income that could not be attributed to the sales subledger (billing system), most confusing. The best that can be offered is to blitz the address details so contact cannot be made (but I don't think NTL do that).

OinkyBoinky · 24-03-2005, 23:25

Quote:

Originally Posted by scrotnig

Closed accounts always remain exactly that, closed. They stay on the system though, and always have doen.

How long are they kept on file for? is it just a year? because i was under the impression that due to the Data Protection Act (1998?) data can't be held for more than a year if they're no longer a customers...

Quote:

Originally Posted by scrotnig

I understand there's also a legal requirement to keep records of them for a certain period anyway.

Maybe thats wot the year thing is i'm thinking of, can't really remember, was just curious...

SMHarman · 24-03-2005, 23:33

Quote:

Originally Posted by OinkyBoinky

How long are they kept on file for? is it just a year? because i was under the impression that due to the Data Protection Act (1998?) data can't be held for more than a year if they're no longer a customers...

Maybe thats wot the year thing is i'm thinking of, can't really remember, was just curious...

But companies act, the taxman and the Money Laundering requirements are all far in excess of that. DPA says you keep the minimum information for as long as approprate. And appropriate is defined by the use of the information and the reason for gaining it...
So a CV over 12 months old you may decide to destroy these as they are out of date, but the name and address on a customer file may be decided to kept for 7 years to meet other legal requirements.