NTL - New Billing system Problems

Hi Samual,

If noone can come along to sort out this issue for you please do contact me via the private message facility click on my nick on this post and a drop down menu should appear click on send a private message and provide me with an account number and contact number and I will advocate on your behalf and take this complaint right to the people it will concern.

[Marge]

Mick, I should be able to pick this up tomorrow

sorry to hijack this thread. But i have a ?

I have an NTL STB, Phone and SACM. I used to get my BB through my STB so everything was on one bill. Now i get one bill for the STB and Phone as expected and i get charged for the SACM seperately which i expected. However ive never had a bill for the SACM. Is this normal?

[Marge]

Originally Posted by gary_580

sorry to hijack this thread. But i have a ?

I have an NTL STB, Phone and SACM. I used to get my BB through my STB so everything was on one bill. Now i get one bill for the STB and Phone as expected and i get charged for the SACM seperately which i expected. However ive never had a bill for the SACM. Is this normal?

The bills are sent by email however if you prefer a bill in the post I can order that for you ??

[looselipsuk]

Not sure if this fits here but will give it a try.
Received my telephone bill this morning which of course covers my SACM.
I noticed I am billed for the period 25 Nov - 24 Dec as normal.
I am also billed for the period 25 Dec - 24 Jan.
Rang up billing, who have agreed to waiver the charge for Nov - Dec, and have been told that the SACM is billed in advance.
Gone back through various bills and always have paid after the service period.
Can anybody throw some light on this please?

[ian@huth]

Originally Posted by looselipsuk

Not sure if this fits here but will give it a try.
Received my telephone bill this morning which of course covers my SACM.
I noticed I am billed for the period 25 Nov - 24 Dec as normal.
I am also billed for the period 25 Dec - 24 Jan.
Rang up billing, who have agreed to waiver the charge for Nov - Dec, and have been told that the SACM is billed in advance.
Gone back through various bills and always have paid after the service period.
Can anybody throw some light on this please?

Hmmm, will have to check my bill when it arrives as it has always been charged in arrears.

I movd house in July and signed up for the 1mb service with 2 free months rental and free connection, August and September had past quickly and when the end of October came I was expecting a bill, I didnt get billed, end of November came and I didnt get billed.

I rang up customer services and informed them that I had not been billed and that can they please sort the issue out i.e. i would be very unhappy paying a lump sum. They said they would sort it out

December came and went still no bill, towards to the end of January no internet connection. Reset cable modem and realised the Ready Light was no flashing nor on at all. Rang NTL who informed me that I had been disconnected for not paying my bills.

Obviously very unhappy but paid the amount in full as they were not comprimising. Was told that direct debit was never set up but informed them that my card details are registered on the payments site so they must be, that the first thing i did when sign up was give my card details, three you have to have card details to sign up to the service. Oh and as for them not having my details this is an email they sent me in November

Dear Mr WAYNE TAYLOR

ntl:home Internet Account Number **********

Originators Identification Number 768304 for ntl Group Limited

Payers Account Name: mr w taylor
Payers Reference Number: ******

Notification of Direct Debit Amount Due

The Direct Debit payment with respect to your ntl:home internet account is now due for £30.00 and will be collected on or immediately after 23/11/2004. Please note that no action is required as payment will be taken automatically.

For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.

Yours sincerely

ntl:home Internet Payments

--


I was also promised to receive an email within 5 days outline options for the day my direct debit will be taken out which has not arrived.

Where do I stand on cancelling this, I am very unhappy about this, I have had outage on my NTL Modem as well.

[ChrisWarbs]

What date do people get money taken out of their accounts via direct debit?
I received a letter from my bank telling me that i was being charged £35 because NTL had tried taking money out of my account when there was insufficiant funds. When i joined up with NTL i was told the money would come out on the 26th of each month but when i phoned them at the weekend they said it was the 20th ot 21st of the month, i asked my bank and they looked at the records and said the money comes out on the 24th, 25th and 26th. It ruddy changes every month plus i never get an email from NTL telling me when the money is coming out.

[Neil]

http://www.bacs.co.uk/BPSL/directdeb...ic/yourrights/

[humphreys barmy]

Can someone advise me please? I won't bore you all with a whole years worth of goings on; they're in the most cleared up now with the help of a good set of customer services people, but last night htings started again !!

I think I could quite easily have misunderstood, or got the wrong end of the stick, however .............

What is a "surpressed bill", and why is a bill surpressed? I'm talking the telephone bill. According to the man in credit control (If you're on this forum, I apologise), the last three telephone bills were of a similar amount, so the 4th is surpressed, and a copy is then sent to the customer?????

That's how it was explained to me. The problem with that is that the bills have all been different, and I pay over the phone, not by direct debit, as he also seemed to suggest.

If you surpress a bill, why is it listed on my details as being sent along with the copy, both on the billing date?

I've read in the forum about people receiving identical invoices, in all manners apart from the reference number on the invoice. Despite pleading with all departments, I seem to remember one member being thrteatened with debt collection as CS continued to insist that he pay both bills !! I'm a bit worried this kind of thing could kick off with me.

Anyone got any advice please?

I started with the full ntl package. It now consists of the phone and broadband. At the moment, and the way that I feel about things, it's likely to very soon end up with just the broadband. The year ends with that in July, so I'm soon clear.............. or am I ????

[Scarlett]

Originally Posted by humphreys barmy

What is a "surpressed bill", and why is a bill surpressed? I'm talking the telephone bill. According to the man in credit control (If you're on this forum, I apologise), the last three telephone bills were of a similar amount, so the 4th is surpressed, and a copy is then sent to the customer?????

That's how it was explained to me. The problem with that is that the bills have all been different, and I pay over the phone, not by direct debit, as he also seemed to suggest.

If you surpress a bill, why is it listed on my details as being sent along with the copy, both on the billing date?

Okay, my understanding of surpressed bill is one that is not sent to the customer for some reason. On the Billing systems that I work on, this is usually because the bill is lower than a set level i.e. the bill is £3 but you only bill for amounts over £5 so that bill is surpressed and then rolled into the next months bill.

I think what they are saying is that if you bill doesn't vary much then they stop producing it and send you a copy instead ???? okay, maybe it is produced as normal but they don't send it out via the post and maybe email it to you only, that would kind of make sense. I'm sure someone from NTL could shed some light on this.

[bob_builder]

Originally Posted by Scarlett

Okay, my understanding of surpressed bill is one that is not sent to the customer for some reason. On the Billing systems that I work on, this is usually because the bill is lower than a set level i.e. the bill is £3 but you only bill for amounts over £5 so that bill is surpressed and then rolled into the next months bill.

I think what they are saying is that if you bill doesn't vary much then they stop producing it and send you a copy instead ???? okay, maybe it is produced as normal but they don't send it out via the post and maybe email it to you only, that would kind of make sense. I'm sure someone from NTL could shed some light on this.

I thought suppressed bills were where somebody who pays by direct debit pays the same amount each month gets 3 bills but then no more from the 4th one until the amount changes.

Certainly, I no longer receive a bill for my base pack subscription which is £19.50 every month. I expect to receive a bill in June when it goes up to £21.50, however.

[Zaki]

Being fairly new to these forums and still finding my way around, I wonder if anyone has had a similar problem to me. Once a year I check with the various Credit Reference Agencies as to my standing. On one such check I noticed that NTL had put 1 on my report indicating that I had missed a payment, as I pay by Direct Debit and have never missed a payment I challenged it and was told that it was due to changing packages. I pointed out that this was their error and not mine as I pay whatever they take from my bank. After several letters and help from the Credit Ref Agency they altered it back to 0 and I received an apology. Irresponsible actions such as this can affect your credit rating.

that would be very interesting to see my credit history because of NTL since that didn't charge me from July - Jan even though I was informing them

[morgancktan]

Registered with promotion , free 1st month broadband subscription. But was charged for 2 months subscription fee. Called to clarify, claimed their system wasn't record any free 1st month subcription????
Promised will make necessary action.......!!!!????
Just wait and see what will happened