Advice needed:NTL's policy when customer is seriously ill.Data protection, bills etc.

[Maxie]

Long story short, my partners mother is an NTL customer, seriously ill in hospital. Rushed in 3 wks ago with brain anurisms and is currently in a coma. Unable to communicate.

Her house recieved an NTL bill, and were trying to sort out her buisness. Apparently her account is 1 1/2 months in arrears and shes been making 'gesture' payments.

My finance rang earlier today, and left the phone in tears. The adviser wouldnt speak to her without her mums 'password' and basically said "pay up or get cut off."

I called back. I can pass all data protection, but still hit a wall with the password.
The adviser would only give me basic info.....only after I comfirmed details off the bill.
We cannot afford to pay the entire amount up front (we have 2 households to run at the minute). I was looking to pay a bit off as a gesture reguarly, to keep things up and running incase she recovers sufficiently. We want to keep as many services on as possible. CS only seemed bothered about getting as much as possible. At the end of the day tho, its not our debt is it.

I was shocked as to how unhelpful CS were, and that there are no contingicies for such situations!!
I asked if i could bring her package down to the basic plans so we could afford to pay and keep the account open. I was told no, not with out consent form the customer. She is in a deep coma!!!!!


Anyone got any advice. are there contingincies / precedents.


Thanks.

[Paul K]

Did you ask to speak with the CS manager? They have fleibility than a lot of the CS staff are allowed. Ultimately you may need to prove the account holder is unable to communicate (signed letter from doctor) as the DPA is there to protect people, unfortunately though in cases like this it can be more of a PITA than anything

[Maxie]

Originally Posted by Paul

Did you ask to speak with the CS manager? They have fleibility than a lot of the CS staff are allowed. Ultimately you may need to prove the account holder is unable to communicate (signed letter from doctor) as the DPA is there to protect people, unfortunately though in cases like this it can be more of a PITA than anything

I said at the start of the conversation that I'd probably need to speak to a manager, due to the trouble my partner had.

The adviser just didnt seem willing however, even when I asked question they couldnt/wouldnt answer. (where i work if you cant or wont help, you pass on even if the customer doesnt directly ask for a manager.)

Should we specifically ask for a manager. Would they then have to pass us onto one??

[Stuart]

I have to admit, I am not sure what procedures NTL have in place for this sort of thing. I would advise you do what Paul says. When you phone CS, ask to speak to one of the managers. As Paul said, NTL might need to see a signed letter from a doctor.

Hope your partner's mum gets well soon.

[Paul K]

Tell them that you will only talk to a manager/ team leader as only they will be able to help you sort this out. If they are unwilling to put you through just point out that you aren't complaining about the CS people as you realise that the DPA is a very difficult issue to deal with and that it has to be dealt with by people above the frontline CS people. Unfortunately the response you are getting from the CS people is the correct one because of the DPA issue which is why it is hard to get it worked around and why you HAVE to talk to a manager really to get it sorted.

[Maxie]

Originally Posted by Stuart C

I have to admit, I am not sure what procedures NTL have in place for this sort of thing. I would advise you do what Paul says. When you phone CS, ask to speak to one of the managers. As Paul said, NTL might need to see a signed letter from a doctor.

Hope your partner's mum gets well soon.

Thanks.

I actually told CS I'd ring them back after I'd spoken to my partner. You see, they only seemed bothered about getting as much of what was owed up front, not by any goodwill gesture i could make.

Also, any recomendations as to which dept. i should try to speak to / which option to press when ringing to get the most help.

Thanks.

[Stuart]

Maxie, if you PM (click my name, then click "Send a private message") your name, a contact phone number and the account details, I can refer your case to our contacts within NTL.