Trying to leave ntl

[timaeus]

I have recently moved to a non-cabled area. When I gave my cancellation over the phone in July, ntl told me the following things would happen-

1. I would receive written confirmation of disconnection date (25th August).
2. A final bill would be sent to my new address.
3. ntl would cancel the direct debits they hold with my bank.
4. ntl would contact me to arrange collection of my STB.

Needless to say, none of these have happened.

CS have assured me my services were 'disconnected' on 25th August. If this is the case, why have they just taken £24.99 from my bank account (five days after they claimed my service was 'disconnected')? The CS rep I've just spoken to admitted she had no idea!

I just want ntl to close my accounts correctly and take back their STB. Why are they making this so difficult??

[Roy MM]

Your best contacting your bank and closing the DD yourself, NTL can be a bit slow with somethings.

[spike7451]

It's up to the customer to close the DD,as i was told by the bank when NTL took £24.00i sh for services i could'nt get after i cancelled the order.That was 2 years ago & i'm still waiting for a refund!!!

Originally Posted by timaeus

I have recently moved to a non-cabled area. When I gave my cancellation over the phone in July, ntl told me the following things would happen-

1. I would receive written confirmation of disconnection date (25th August).
2. A final bill would be sent to my new address.
3. ntl would cancel the direct debits they hold with my bank.
4. ntl would contact me to arrange collection of my STB.

Needless to say, none of these have happened.

CS have assured me my services were 'disconnected' on 25th August. If this is the case, why have they just taken £24.99 from my bank account (five days after they claimed my service was 'disconnected')? The CS rep I've just spoken to admitted she had no idea!

I just want ntl to close my accounts correctly and take back their STB. Why are they making this so difficult??

Please send me some details via Private message and I will escalate this issue for you at ntl. To send me a private message click on my username on this post and select the 'Send a Private message to Mick' option. Thanks.

[sheilablige]

I have heard (on good authority) that ntl are not really worried about the STB and if they really want it they will come get - bet adv is put in a box (shed or pc room!!!) and wait for them to come collect.

Cancel D/D yourself as this sould just go on and on

[spike7451]

Originally Posted by sheilablige

I have heard (on good authority) that ntl are not really worried about the STB and if they really want it they will come get - bet adv is put in a box (shed or pc room!!!) and wait for them to come collect.

Cancel D/D yourself as this sould just go on and on

It's the analog STB that NTL is'nt worried about & it's in the T&C's that it's the customers job to return the Digi STB (even tho we use a outside agency for collections) & that if the box is'nt returned,you could be billed £250.00 !!
AND that's from a very good authority!

[Marge]

As the charges are made in advance the £24.99 taken will probably be for remainder of August and September. The billing system will continue producing bills until the service is disconnected hence this latest bill.

Best bet is to tell the bank you want to claim via the DD indemnity, wait for the final bill which will prorata back the advance charges and this should leave you with a small'ish balance to pay.

[sheilablige]

Yes but it is still NTL responsibilty to collect box - cmr is not allowed to return to any depot etc (and as you say they are mainly outside sources) - hence suggestion put in box and then to one side :-)
Sheila (ex-ntl)

Originally Posted by spike7451

It's the analog STB that NTL is'nt worried about & it's in the T&C's that it's the customers job to return the Digi STB (even tho we use a outside agency for collections) & that if the box is'nt returned,you could be billed £250.00 !!
AND that's from a very good authority!

Actually the T+C were changed after we brought it up with ntl's chief executive officer Simon Duffy, that it wasn't fair to the customer to be left with the responsibility of returning the equipment.

As a result the T+C have been changed and there is now three options the customer now has on returning the equipment.

http://www.home.ntl.com/page/equipmentreturns

[rogerdraig]

phone C.A.B.

They will most likely confirm this though send them a registered lettr giving them a reasonable time to do what they said i sujest 2 weeks informing if they dont collect it in a reasonable time you will bin it

worked for me they turned up next day

[gavnad]

problem with indemnifying is the account is then in arrears for the value of the indemnified payments,account is then in the hands of collections,appreciate its a fast way of gettin your money back but doesn't solve any of the issues