Being overcharged for tv pack

[timaeus]

This is my first post. Hello everyone.
Two months ago I decided to add the Sky Sports Collection to my existing digital channel line up. I phoned the ntl sales line and was told by the nice adviser that the Sky Sports pack would cost an extra £13.50 per month on top of the £29.00 I was already paying for the digital Family Pack. I happily signed up and sure enough the extra channels appeared on my STB within hours.
When my bill arrived the following month I was suprised to see I had been charged £38.50 per month for the Sky Sports pack. I phoned ntl and asked why I was being charged £38.50 for a tv pack which is advertised at £13.50. After several minutes the adviser admitted they had no idea and agreed to re-credit my account with the £25.00 I was being overcharged.
The same thing happened the next month. My bill arrived with Sky Sports priced at £38.50. Another lengthy phone call to ntl resulted in another £25.00 re-credited to my account.
I have now asked three different advisers to get my bill corrected so I will be charged the correct amount every month, but none seemed to have any idea how to do this.
Now, for the third month running I have received a bill charging me £38.50 for Sky Sports! So I am now stuck in the ridiculous situation where I have to call ntl every month to persuade them to credit £25.00 to my account. The advisers I speak to clearly couldn't care less about sorting the problem, they just want to get me off the phone as quickly as possible.
All I ask is to be billed the correct amount each month! I dont understand why the ntl advisers are unwilling/unable to do this. Are there any ntl staff on this forum who would be more willing/able to help?

Regards, timaeus

[Tezcatlipoca]

We have quite a few ntl associates here, so hopefully someone will be able to help you

[poolking]

Hang on.

I might have come across the same thing, I'll check my bill when it arrives. I have the base pack and I was told it would be £40.50 per month, which makes it £21.50 instead of the £13.50 I've also seen advertised.

[poolking]

Yes got my bill and I've also been charged £38.50 for the Sky Sports Collection.

[timaeus]

Looks like I'm not an isolated case then. I wonder how many other ntl customers are being overcharged for Sky Sports?

[scrotnig]

The total price for Family Pack plus Sky Sports 1,2 & 3, including phone line rental. is £42.50 if memory serves me right.

In my region this bills as one all in price on the bill, I am guessing that in the region concerned it breaks it down into separate entities, and one of these must be wrong. Hmm.....

[timaeus]

Yes, the total cost of my tv package should be £42.50 per month (Family pack £29 + Sky Sports £13.50) . However, ntl are now billing me £38.50 in addition to the £29 for the family pack. So I'm being asked to cough up £67.50!

I'm not entirely sure where the £38.50 comes from because it doesn't relate to any of the packs I'm subscribed to. I thought each tv pack had a corresponding product code on the billing system. I assume the computer should have been programmed with the correct price for each product code, but something seems to have gone astray here.

[Nikko]

Which area are you in timaeus?

[poolking]

I'm on the base pack and my bill for this month is £60.57

[timaeus]

Nikko, I'm in Swindon, Wilts.

[poolking]

Is there an update? As I don't fancy being on hold for half an hour or more?

[poolking]

Just rang I'm being given a £17.50 credit on my next bill.

[the devil]

Hi guys,


Been a while since I've been on here. The incorrect billing is due to an IT error, we have reported this several times but as yet it has not been fixed. Unfortunately we nice people in customer services don't have any way to fix this ourselves so all we can do is credit your accounts when you call in. We don't like this any more than you do but as I've already said we cannot do anything to speed up the resolution, we report all accounts this happens to.

[timaeus]

Thanks for the update devil. I suspected it was an IT error but I have to say I'm disappointed at the length of time it is taking them to fix it. Very unprofessional.
If the IT error was causing customers to be under-charged rather than over-charged, would ntl have allowed the problem to drag on for 3 months? I doubt it.

[poolking]

So does this mean that every month I get my bill I will have to ring up for a credit until the IT error is fixed? Or will a credit be automatically applied until the problem is sorted?