NTL want money for something we didn't use!

faisal_uk · 31-03-2005, 12:16

Why oh why are NTL such screw ups?

I have had problems in the past but everything seemed fine recently until about a week ago when we got a call from NTL saying we owe them over a ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£100.

Now this amount is from an NTL 750 Broadband account - which was in mums name.
This account was cancelled sometime mid October 2004.

I then joined up under my name for a new broadband account in november 2004.
They took away the old modem and installed a new one with a new account and is paid for by direct debit.

They now want money for the old line (my mums name) for the months of November 2004 onwards!
I could not believe this and now i may have a problem proving that we did cancel.
I can't believe they want to charge us for payment on an account that was already cancelled, and the modem was TAKEN AWAY - so we couldn't even use it if we wanted to!

friggin idiots

The main problem is that i can not find the account number, as NTL conveniently do not send out bills for broadband.
And i can not find any info on the date we cancelled.

Does anyone have any ideas, or least tell me how i can find out the old account number without ringing ntl?

Also any other suggestions on this matter would be great.

Chris W · 31-03-2005, 12:27

If you have had a letter requesting payment, i believe that should have the account number to which it refers written on it. Any reason why you don't want to ring ntl... because you are going to have to do this to get the problem sorted anyway....

to the site btw

faisal_uk · 31-03-2005, 13:09

yeh i know i will have to ring ntl some time, but i know it will be about 1 hour of my life taken away!

they have not sent any letters/emails about the overdue amount. they just phoned up out of the blue saying it will be passed onto a debt collection agency if we don't pay.

Was funny last night though they phoned again and my mum was trying to explain what had happened and they would not listen so she just shouted and sweared at them - still did not have any imapct!

It is annoying but hopefully we can get it sorted out through letters, but the first time they phoned i asked them to send out all the bills so we can see if we do actually owe anything, but they have not sent them yet.

Paul K · 31-03-2005, 13:24

How long had your mother had the 750k BB account prior to cancelling it? She may have incurred a bill for cancelling early but it might just be that her account is incorrect at the moment. Swearing at CS will not resolve the problem though, if you are trying to explain to someone that seems to not be listening then ask to talk to their supervisor.

Stuart · 31-03-2005, 13:30

Quote:

Originally Posted by faisal_uk

Was funny last night though they phoned again and my mum was trying to explain what had happened and they would not listen so she just shouted and sweared at them - still did not have any imapct!

If you shout and swear at someone, while they may not hang up, they may be less likely to help you. In fact, I believe some call centres (not saying NTL do this, I don't know) instruct their CS people to hang up if a customer gets abusive.

I've found (when dealing with people in general) that staying calm does mean they are more likely to help.

Seti · 31-03-2005, 13:58

I agree you can be assertive and calm and stil get your point across. The first thing that needs to happen is an explanation from both parties of exactly what it is you want or need to be refunded. CS are pretty good in my experience at doing that.

There should still be billing information aon your mums name so the best thing to do is react nicely as possible, very hard iI know, and speak to anothe rcustoner services representative. If there is no joy there ask to speak to a supervisor and ASK, don't demand, that he/she finds the relevant information and sorts the problem for you. Leave ALL your contact details with the person and ask when they are going to ring you or email you or get in touch. That normally works.

They wil have a record of when your account became established so they can probably track back form there.

Sian

faisal_uk · 31-03-2005, 15:23

thanks seti, i really need to get some info on the last account then i will phone them back

gavnad · 31-03-2005, 21:38

if the accounts in mums name cannot see how your going to be able to deal though?

Paul K · 31-03-2005, 21:50

Quote:

Originally Posted by gavnad

if the accounts in mums name cannot see how your going to be able to deal though?

A second name can be put on the account so that someone else can deal with account queries along with the main account holder. As long as the main name on the account asks CS to take queries from that person CS will oblige.

moffmeister · 07-04-2005, 14:49

Quote:

Originally Posted by faisal_uk

Why oh why are NTL such screw ups?

The main problem is that i can not find the account number, as NTL conveniently do not send out bills for broadband.
And i can not find any info on the date we cancelled.

Does anyone have any ideas, or least tell me how i can find out the old account number without ringing ntl?

Also any other suggestions on this matter would be great.

No bills? We've had account statements every month from NTL, and we only subscribe to BB.