Upgrade Charge

Rakhal · 04-04-2005, 15:42

Well well well, here I was thinking my upgrade had gone all smoothly. Got my 3MB, all went fine, net humming along.... until the next bill came...

I've been charged for 1 month of 3MB service (37.99), one month of 1.5MB service (37.99) and a partial month of 3MB service (21.49). All told 97.47 this month for internet service!!! Maybe calling to get myself upgraded was a bad idea!!.
Now, after about 2 hours arguing with customer support I managed to get the excess refunded, but not until my next bill. Apparently I have to pay this 97.47 now and will have to wait for next month to get the 59.46 back.

Beware...

--Rakhal

orangebird · 04-04-2005, 16:05

Marge's explanation in this thread might shed some light for you?

ian@huth · 04-04-2005, 16:12

There can be two reasons for billing to be wrong. First there is the reason Marge explained and then there could be the situation which exists in the ex Diamond Cable area based on Nottingham where customers are being moved from payment in arrears to payment in advance.

Rakhal · 04-04-2005, 16:18

Looks like Marge's scenario is the one that got me. I've always been paying in advance for my service. Well, I should get my refund next month, though being forced to give NTL a 59.48 interest free one-month loan irritates me somewhat. Fortunately being out that money for a month doesn't cause me problems, but for some I imagine it could.

orangebird · 04-04-2005, 16:24

Quote:

Originally Posted by Rakhal

Looks like Marge's scenario is the one that got me. I've always been paying in advance for my service. Well, I should get my refund next month, though being forced to give NTL a 59.48 interest free one-month loan irritates me somewhat. Fortunately being out that money for a month doesn't cause me problems, but for some I imagine it could.

I've got to say, if my bill was screwed up, there's no way I'd pay and wait for it to be credited next month.

ian@huth · 04-04-2005, 16:26

Quote:

Originally Posted by orangebird

I've got to say, if my bill was screwed up, there's no way I'd pay and wait for it to be credited next month.

What would you do then?

Nemesis · 04-04-2005, 16:27

"Go into work and correct it myself"

scrotnig · 04-04-2005, 16:27

Quote:

Originally Posted by orangebird

I've got to say, if my bill was screwed up, there's no way I'd pay and wait for it to be credited next month.

Me neither. Dependent on region, you might be able to get them to reduce your DD by the amount due back to you.

Failing that, I'd advocate cancelling your DD, manually paying the amount due LESS the credit due back, and then re-establishing the DD next month.

Won't affect your credit rating as this only causes problems if an overdue balance rolls onto the next bill, as this will be wiped out by the credit it won't get picked up at all.

orangebird · 04-04-2005, 16:28

Quote:

Originally Posted by ian@huth

What would you do then?

Wait for a new correct bill to come through. Or pay the amount I genuinely owe, therefore the outstanding will show on the next bill, but be wiped out by the amount they are due to credit me.

Either way, I will not pay money on something that I do not owe.

edit - just as Scrotnig says above really

scrotnig · 04-04-2005, 16:29

Quote:

Originally Posted by Nemesis

"Go into work and correct it myself"

On a serious note, if any of us did that we'd get fired, and rightly so.

We could of course ask another member of staff to correct it, but even that can only be done with a team leader's authority if it's at work rather than ringing in like a normal customer.

Rakhal · 04-04-2005, 16:43

I did ask what would happen if I just paid the 37.99 I owed and was told that my phone, TV and internet would all be automatically disconnected...

Jason1 · 04-04-2005, 17:45

Ntl still getting bills wrong. I am on the other extreme and have not been charged since december, I get my dd notifaction by email no bill in the post ever. But ntl dont take the money and I still have not been cut off

Rakhal · 04-04-2005, 17:50

Maybe it depends on region. Apparently in mine if you don't fully pay your bill you are automatically disconnected until the bill is cleared. Which I can sort of understand, but is a pain in situations like mine.

scrotnig · 04-04-2005, 18:55

Quote:

Originally Posted by Rakhal

I did ask what would happen if I just paid the 37.99 I owed and was told that my phone, TV and internet would all be automatically disconnected...

I strongly doubt that would happen and if it did I'd kick up the most enormous fuss.

You're being asked to pay money you don't owe! Even I would say, be polite and firm but tell them to take a running jump! You don't earn money for ntl's benefit!

I don't know which billing system you're covered by but if it was on the systems I use, you could simply do as I suggested earlier and only pay what you owe...you wouldn't be cut off.
__________________

Quote:

Originally Posted by Jason1

Ntl still getting bills wrong. I am on the other extreme and have not been charged since december, I get my dd notifaction by email no bill in the post ever. But ntl dont take the money and I still have not been cut off

I'd let them know, you don't want them backdating it when they find out, which is quite possible these days it seems.

There appears to be less leeway given when a debt is run up due to the COMPANY being at fault, which I vehemently disagree with.