Automatically Moved from Talk Unlimited

[kanagarajanc]

I got myself a TV base pack with NTL. When i got it, Talk Unlimited was also included for my telephone line. So I pay 19 pounds (or is it 19.50?) and also
get International calling plan. Everything was fine until this month.
When i get the bill this month, telephone package has converted to 3-2-1 and international call charges are up. Rang the CS and they say it got changed from Talk Unlimited. I did not change it. What should I do now. Should I just pay? I have told them and explained to them I did not change. They said I got to pay it. What shall I do? Guys........how should I complain furthur to get my money back for something I did not do.......

Thanks
Raj

[Chris W]

The notes on your account should confirm who made the change, and should (but obviously won't in your case) confirm that you requested the change.

If you cannot get ntl to admit their mistake and refund you the difference, I would recommend that you call again and request copies of these notes so you can be clear about why the change occurred. When you call you will be given a postal address to write to with a written request in order to conform with the Data Protection Act.

Armed with the notes, you have more ammunition to get money back if you cannot get it in the first instance.

MB

[Shaun]

Originally Posted by monkeybreath

<snip>

Could this be down to the change over in computer systems MB?

[Marge]

Originally Posted by dellwear

Could this be down to the change over in computer systems MB?

I wouldn't have thought so as I'm sure the billing system for that area hasn't been changed (could be competely wrong though )

[Graham F]

Originally Posted by Debsy42

I wouldn't have thought so as I'm sure the billing system for that area hasn't been changed (could be competely wrong though )

Bracknell area is fully on the new system and has been for abt 1 year now

[mattfrn]

you can tell from the work order who made the change and when (well a csr can)

[Neowave]

Originally Posted by mattfrn

you can tell from the work order who made the change and when (well a csr can)

True. it will say who made the change and when it was done. if there are no notes to say that you have requested the change they will have to reimburse you what u have been charged for calls, although they may possibly backdate the charge to when it was taken off. they have people dedicated to working out incorrect TU charges so its something they are used to doing. If they are still reluctant ask for your notes to be sent out to you from the beginning of your account, and more often than not they will sort your problem out (which they should do as you are in the right) as opposed to trying to find out how to get them sent out to you.

[APS]

Are you sure this wasn't a limited time offer, i.e. free Talk unlimited for six months, or similar. NTL will automatically switch you to the default scheme at the end of that period.

APS