Cancelation charges

Davey2006 · 18-09-2006, 09:16

Hi can some please help me i have been on phone to ntl for weeks now trying to get them to listen to me about my move .
i informed moves and transfers i was moving to a new address and they said fine u can get the services at your new address and arranged a install date got the tex messasge confirming they were coming enginerr rings up and says hes at my addresss (old one)
says i have to rebook as moves and transfers have messed up .
i do that and they still never turned up . Got through to esclations team and she said she would get me a install date fairly quickly and asked for my new address again and said sorry its non serviceable i will cancel the contract from the day you informed moves and transfers you will recive one fianl bil and thats that.
got the fianl bill they owed me money so they issued a check for the remaining balance and then i thought that was the end.

now they are saying i have topay the remainder of the contract as I canceled in the twelve months , i have checked my Equifax report as i was checking on some other account and i saw ntl on it and it says the account is settled with no money owing but customer servivces are just readinfg the same script at me i have to pay.

can some one help me with this raise it a higher level with ntl?

Thanks
Dave

Paul K · 18-09-2006, 10:17

Were you within the 12 month period on your original property?

Davey2006 · 18-09-2006, 10:39

yes i was but i was told by the escaltions team that they were at fault as i should have been informed my property was not servicable ,
also the sales manager who signed me up said i could cancel with no charge if i moved as i was in rented acomadation

Paul K · 18-09-2006, 10:46

If the new address is not servicable then you cannot be charged for the remainder of the contract. It would be different if the service was available at the new address but since you cannot have it installed then it's not your fault really is it. You could try calling NTL again and asking for a supervisor/ manager or you could wait for a passing team member to offer assistance.

Davey2006 · 18-09-2006, 10:49

spoke to all the supervisors and managers and they all say if u cancel within the 12 month uhave to pay , i diddnt cancel it was them when they relized ther mistake

Davey2006 · 22-09-2006, 09:53

HI is there no one who can help me out here on the cable forum team ,
ii have tried sorting this out with customer services but they wont listen.
quick summery
1/ the sales manager who sold me the contract said i would incur no cost if i moved to non servicable address.
2/ The lady who canceled said no more charges to your account when she canceled it.
3/ they issued me with a cheque for the balnace they owed me the next bill
4/ my credit file says the account is settled from ntl them selves.

what else can i do i dont want to deal with debt collectors?

Stuart · 22-09-2006, 10:08

I'm confused. If I am reading the above correctly, then your account appears to be settled.

Davey2006 · 22-09-2006, 10:13

hey mate if u are confused how do u think i feel yes i belive it to be and did until about 2 months after when they sent me a bill for the remainder of the contract said i had to pay because i canceled.

i have no luck telling the customer servises agents abaout what has happened they pass me throughg moves and transfers to retentions then back to c.s and get the same responce u owe us as u canceled in the 12 month period

Stuart · 22-09-2006, 11:13

If you PM me your name, address, account number and contact phone, I will see if our contact can do anything.

Davey2006 · 22-09-2006, 11:22

thanks stuart hopely it will all get cleared up

lostandconfused · 22-09-2006, 12:29

i think what has probably happened is your account was closed down and any amount that you overpaid was refunded to you.
then after all that has happened the retentions department would have put a debit on the account with the remainder of the contract.
if you move adress to a non servicable are you are still liable for the contract, however as it can be proved that it was agreed that you wouldnt have to pay these charges (as the account was fully settled and then the debit was added) i cant see why anyone wont remove them for you.
hopefully the forum team will sort for you asap

LixeL · 22-09-2006, 17:11

Hah, you think you've got problems, at least they have acknowledged you have moved and have cancelled your account.

I've tried phone calls, emails, contact forms on website, more phone calls and almost 3 weeks ago letter to complaints address given by NTL, they are still sending me bills and dont seem to have got it yet, I moved months ago - IF ANY PASSING NTL PERSON SPOTS THIS - PETE HOLLOWAY HAS MOVED, STOP SENDING BILLS PLEASE. (and no im not in any twelve month contract period, I was a happy customer for 6 years, just cannot get NTL where I moved to).

Davey2006 · 28-09-2006, 13:57

Had a lengthy chat with the cable forums contact today says i still have to pay the charges nad that i got a good deal from them in nov when retentions credited my account cause i was going to cancel due to price increase.

Anybody no any other avenues to go down regarding this account as ntl are sticking to there guns saying its my fault i moved to a non servicable address and as i canceled during first 12 months i have to pay the remainder of contract up.

lostandconfused · 29-09-2006, 00:50

to be honest i think the only other option you have is to take it to court

Davey2006 · 03-10-2006, 13:10

I have been speaking to consumer direct and the c.a.b about my case and they said i have to put this al in writting to ntl so if it gos to court i have proof they no about my case.

Any body care to give me the company secetery address so i can write too i have seen i few threads where people have been writing to him there..

thanks