my sis is being ripped off?

gavnad · 29-03-2004, 22:10

My sister has recently spilt from her waste of space hubby and rang cm to change the payment details into her name (lives in swansea)
was told yes no problem i'll transfer you to the correct dep....csr took the details and said an engineer will call to install your equipment on a specified day..sister said i've already got the equipment but csr was insistent that new boxes would need to be fitted?
anyways engineer turned up installed new boxes advised of new phone number and off he went..sister has now received first bill and has been charged install?
considering all she actually wanted to do was pay for the services instead of her departed husband (who was more than happy to transfer title) do you think she has been the victim of a mistake here?

MovedGoalPosts · 29-03-2004, 23:11

Seems a bit odd, but there's probably a reason for it. Someone might be able to explain.

It's probably a bit after the event, but I would have asked when speaking to the rep why a new install was needed, and waited for a proper explaination. Even so it's worth another phone call, or even a letter to ntl asking why yo are being charged, to take over services.

Now the engineer has been to the property, essential or not, ntl have incurred the costs, and so will probably be a lot less willing to waive the bill.

Shaun · 29-03-2004, 23:11

From what I understand Installs are free at the moment so I guess a call to customer service wouldn't hurt. What area does your Sister live in, if we know then if you get no joy from Cs then someone here may be able to help

edit - MGP beat me to it again, I'm so out of practice! :o

Derek · 29-03-2004, 23:14

If it was a Swansea account it would be dealt with in my office.

If the ex was willing to change over the number that should have been done instead of installing a new account.

zovat · 29-03-2004, 23:21

Quote:

Originally Posted by gavnad

My sister has recently spilt from her waste of space hubby and rang cm to change the payment details into her name (lives in swansea)
was told yes no problem i'll transfer you to the correct dep....csr took the details and said an engineer will call to install your equipment on a specified day..sister said i've already got the equipment but csr was insistent that new boxes would need to be fitted?
anyways engineer turned up installed new boxes advised of new phone number and off he went..sister has now received first bill and has been charged install?
considering all she actually wanted to do was pay for the services instead of her departed husband (who was more than happy to transfer title) do you think she has been the victim of a mistake here?

If I understand this correctly then the situation was just that the account holders name was to be changed - no change in service plan or products?

If this is correct, then surely there should be no need for any equipment change, or engineer call...

If I were you I would call CS and tell them that this is totally unacceptable - It may have been a genuine misunderstanding, in which case I am sure they will apologise and refund the charges. If this is the correct procedure then there is something seriousely wrong withthe way that NTL deal with this situation.