This is the saga so far, a story of mixed tales, lies, dishonesty, travesties of justice and complete fabrications of reality, best read from the bottom up as its the entire thread of emails to NTL. (Oh and their responses for what they are worth). Dont ever sign up to NTL, escape them if you can, I have managed to wean three people off NTL now and I am working on more (they are worse than the Scientologists):-
Please read on (no im not called mr xxx, its for the data protection act you see
)
:-
Wotcha,
Yup its me again, I guess from the fact that you haven't answered the previous two messages you are sulking with me because I didnt like your solution of calling NTL CS on 150 from a non existant line in a house where I no longer reside.
Well, you can call me a trier as i've had another 1/2 hour today talking to various nice people at NTL. The upshot of which was another different story, Peter in Accounts told me the TV was turned off on 30/9/06 (2.5 months late) and the phone was only disconnected on the 1/10/06. The best yet was that the broadband was still active (competely contradicting Dave Stevenson last week) and that the bill of £17.50 for watching the TV in October! had not been cleared (Thanks Karl with the speech impediment last night for failing completely to do anything of any use whatsoever in the moving department), oh forgot the late payment charge too.
Unfortunately Pete in accounts couldn't do much except pass me to Moving House dept, which is a shame because he sounded quite helpful (perhaps thats what NTL does, career progression, promote the helpful ones to a position where they are incapable of helping). I then spoke to Razwan (thats how he spelt it I think, reckon he and Karl really get on well, the long winter shifts must simply fly by). He disconnected the broadband (so he says) and began telling me about the 30 days notice, however he did seem to back down on that when he guessed I was about to have a apopolectic fit. Unfortunately he was unable/incapable to send a letter confirming all accounts closed and cleared so he transferred me to CS. At least he was able to do that unlike Karl (you remember, the other one with the speech impediment yesterday).
Customer service, hardly an apt name really is it? Reminds me of the Military Intelligence joke in Good Morning Vietnam, anyway, I digress, apparently after once again describing the fiasco (I night record it all and then just play it back next time, like name rank number its account, name, address, how do you pay, whats your shoe size - made that one up). Lorraine then said she was able to send me a letter and would do so this very day.
So, any odds on a letter (other than a summons etc) arriving? I know million to one chances do crop up nine times out of ten but i'm not holding my breath, are you? So i'm left looking forward to another "here's a bargain deal for such a good customer" or "you owe us...". Go on, which do you reckon is going to be first?
Anyway, must dash, thanks for listening, hope you're having a good laugh. Perhaps if you've enjoyed the read you could check to see if everything is disconnected. No I dont want you to discuss it with me (due to the DPA), just check please, you could see before me what type of letter is on its way. But dont tell me and spoil the surprise.
All the best,
Pete
----- Forwarded Message ----
From: Pete xxx<petexxx@yahoo.co.uk>
To:
Support.Wythenshawe@cwcom.co.uk;
Support.Wythenshawe@cwcom.co.uk
Sent: Tuesday, 3 October, 2006 4:36:17 PM
Subject: Final attempt, ive tried phone calls and letters (KMM69571I52L0KM)
Hi there,
Its only me again, just to let you know I am trying, just spent 38 minutes on the phone ( a call I am paying for), to NTL moving house department, attempting to communicate with someone with what sounded like a very serious speech impediment. From what I could make out of what the guy was saying, apparently, when I asked on the 13th July to be disconnected (all services) the CS rep thought I only meant the phone, and that only on a temporary disconnection.WHY? So the phone was reconnected, the TV only disconnected last week (possibly prompted by my call to NTL last week to try to sort this out), goodness knows about the broadband (couldn't decipher that one). (I dont know because I dont live there anymore).
Not sure if it is resolved, the CS guy seemed to think that the department he spoke to while I was on hold could sort it out (personally I think he probably went for a coffee or a toilet break). He however then wouldn't transfer me to the department that could sort it out, or even transfer me to his team leader/supervisor. He did tell me that because I have stopped paying you bills I now have a late payment charge added too. Oh what joy.
So in summary, I have just paid out more money in a phone conversation resulting in speaking to someone who personally couldnt sort the problem out, couldnt pass me on to someone who could sort my problem out (or anyone in fact), but could tell me a completely different story to the NTL accounts story last week, and all the previous stories I have heard in the last three months.
Well this is pretty much my last attempt, I would like someone, anyone (not noone) at NTL to clear this up and send me a letter to say I dont owe you any more money, so when your system sicks up another bill in six months time I at least have some written proof to wave at the debt collector when he tracks me down.
Oh, and if you send back an email asking me to call customer service free on 150 from my NTL line I will consider it a blatant insult, that would just be taking the mick.
All the best,
Pete xxx
----- Forwarded Message ----
From: Pete xxx <petexxx@yahoo.co.uk>
To: "Support.Wythenshawe@cwcom.co.uk" <Support.Wythenshawe@cwcom.co.uk>
Sent: Tuesday, 3 October, 2006 2:04:32 PM
Subject: Re: Please read my email and help it would be really appreciated (KMM69571I52L0KM)
Many thanks for your reply,
I notice from your answer you have not bothered to actually read the content.
Firstly your comment regarding communication via email and the DPA. I have tried calling customer service, the problem is not resolved. I was told to write to Custmer Concern, this I did over one month ago (letter at the bottom of this email), it has not been replied to.
Your comment about calling 150 from my NTL line. I dont have an NTL line, I haven't had an NTL line for months, you disconnected it three months ago.
I have tried calling you. Problem not resolved
I have tried writing to you. Letter ignored
I have tried emailing you. You obviously dont read the emails.
NTLs billing department dont seem to realise that we no longer receive the services and are still generating new bills. I have stopped the direct debits now and the threatening letters have started
Here's an idea, could you print off the letter at the end of this email and treat it as a written complaint?
Please could whoever reads this, just sit down with a cup of coffee and take a reality/I care about customer service pill and please be helpful in resolving this.
Yours, very frustratedly,
Pete xxx
----- Original Message ----
From: "Support.Wythenshawe@cwcom.co.uk" <Support.Wythenshawe@cwcom.co.uk>
To: Pete xxx <petexxx@yahoo.co.uk>
Sent: Tuesday, 3 October, 2006 10:21:25 AM
Subject: Re: Please read my email and help it would be really appreciated (KMM69571I52L0KM)
Thank you for your email.
Due to the security procedures we have in place at NTL, in compliance with the Data Protection Act, we cannot accept any change of information regarding customer’s personal or account details or divulge account information via e-mail.
If you contact Customer Services on 0845 454 0000 or 150 from your NTL line free of charge and they will be able to assist with your enquiry.
Please note that we cannot action any callbacks through this Inbox.
Regards,
NTL Customer Concern
Original Message Follows: ------------------------
Thank you for your email.
Please read mine.
At my request you cut off my services because I was moving house to where you dont service.
Almost three months later you are still sending NEW bills and reminders for continued service (and warnings about affecting my credit rating)
Please stop sending bills and warnings covering the period months after YOU disconnected me.
I have tried calling NTL to no avail.
I have tried writing a letter (see below) to no avail.
Please sort this out.
----- Original Message ----
From: "Support.Wythenshawe@cwcom.co.uk" <Support.Wythenshawe@cwcom.co.uk>
To:
petexxx@yahoo.co.uk
Sent: Sunday, 1 October, 2006 12:26:03 PM
Subject: Re: ntl contact us (KMM60410I52L0KM)
Thank you for your email.
If you are moving house and you wish to transfer your services please
call Customer Services on 0845 454 0000, choosing option 4.
Alternatively you can call for free on 150 from your ntl landline. This
Department will be available from Monday to Friday 9 A.M. to 5 P.M. You
will then need to supply them with 2 weeks notice of your move.
Please note we do not accept move requests via email.
please note we do not accept move requests via email.
please note we do not accept move requests via email.
Regards,
NTL Customer Concern
Original Message Follows:
------------------------
THIS MAIL HAS BEEN SENT TO
support.wythenshawe@cwcom.co.uk FROM THE
NTL.COM CONTACT US FORM (
http://www.ntl.com/home/contact/).
_____________________
NTLCU1
NTLCUST: True
YKD
_____________________
SENDER INFO
-
(please note,database may have attached incorrect or no region, check
this
is correct and also if sender pays line rental to ntl (on-net)).
ACCOUNT: xxx
NAME: Mr Pete xxxHOUSE: xx
STREET: xxx Road
TOWN: xxx
COUNTY: -
TEL: xxx
TEL 2: xxx
PCI: xxx
EMAIL:
petexxx@yahoo.co.uk
_____________________
SUBJECT: I have a Customer Service enquiry > Billing / accounts
COMMENTS:
I dont live at the above address any more.
I first (after weeks of trying managed to tell you on the 13th July
Please read the "copied" letter below which was sent to NTL on 4/9/06
but
not replied to.
Could someone please sort this out as you are still billing me.
Please, anyone, and please dont try the standard "we cannot answer this
due to the DP Act" because I am now at the point of taking this
personally
and might start using sarcasm and irony in the next letter. Just please
answer. Preferable by post (to my original address as mail addressed to
me
is being forwarded by Royal Mail forwarding service, the last thing I
want
to do is tell you where i've moved to and risk NTL sending the baliffs
round for money that I dont owe NTL.).
NTL Customer care
Concord House
Concord Business Park
Threapwood Road
Withenshaw
Manchester
M22 0EY
Ref:-
Account number xxx
Address xxx
Account holders Mr and Mrs xxx
Date 4th September 2006
Dear Sir or Madam,
We are writing to you to request that you resolve the closure of our
NTL
account(s).
We moved out of the address above (xxx Road) on the 14th July 2006.
Prior to this date we made a number of attempts to contact NTL to cancel
the Phone, TV and broadband service as the house we were moving to was
not
serviced by NTL.
Attempts to contact NTL by phone resulted in being juggled between
departments, being transferred to departments that were closed, lost in
the system or simply being cut-off.
I made two attempts to contact NTL customer service by e-mail, asking
for
someone from NTL to contact me by phone, and fully explaining in the
email
what we required. Both emails were automatically replied to by email
stating the request would be sent to the appropriate department who
would
contact me. The second was then replied to, also from an automatic
mailbox
stating that I needed to call NTL as you cannot discuss account details
by
email.
Finally on the 13th of July at 1614hrs I managed to speak to someone in
the moving house department of NTL who assured me that she would
disconnect all services and that despite the previous attempts to
contact
you the 30 days notice would only begin from that day, ie 13th July
2006.
She also stated that she had to make a number of changes on the NTL
system
and that she would call me back within one hour to confirm the account
closure. I waited in the house for two hours with no call back received.
When we made a final check of the empty property on the 14th July 2006
the
phone line had been disconnected (no dial tone). Thus we assumed the
account with yourselves was terminated.
The following payment for the broadband service on the 27th July was
taken
from our bank account, this being two weeks post leaving the property
and
informing NTL of the request to terminate the contract.
I called NTL on the 1st September 2006 as a matter of courtesy to ask
where you would like the analogue TV box and modem sent to, only to be
informed that the broadband account is still active. Initially your
representative stated that he could not discuss the broadband account or
tell me who the account holder was as it wasn't me (Mr xxx),
although
later in the conversation he stated that it was held in my wifes name,
which may be why it was not disconnected on the 13th July, also that
there
were no notes on your system requesting disconnection.
I have been a customer of NTL for six years, paying for phone, TV and
internet services each month by direct debit, having never missed a
single
payment to yourselves. I believe I have been very accommodating in this
situation by allowing the FULL broadband payment two weeks post
informing
you of our request to close the account.
Also the last paid bill for TV and phone services covers the TV service
for the period 12th August to the 11th September at a cost of £16.50. I
believe that this period covers one to two months post informing you of
the account closure. Therefore NTL should provide us with a refund for
this sum.
As you have now had money from us covering the TV, phone and internet
connection in excess of thirty days from contacting you both direct
debits
have now been cancelled and any attempts by yourselves to bill me for
services that I am not receiving (now seven weeks) post informing you,
will not be paid.
We find this whole situation extremely frustrating and distressing, and
ironically, dealing with NTL has been the most stressful part of moving
house.
To resolve this situation to our satisfaction we require that you send
us
within FIFTEEN working days a headed and signed letter stating:-
* That you will not send any bills to us or attempt to obtain any more
monies from us.
* That all accounts with you in mine and my wifes name are cleared and
closed
* Return address, preferred carrier and account number for the equipment
(analogue cable box and modem) if you require the equipment to be
returned.
In return we shall not press for a refund of the incorrectly billed TV
pack and will assume the matter closed.
Should we not receive this letter in full within the stated period we
shall pass this matter over to Otelo and also seek legal advice.
As we are using the Royal Mail post forwarding service letters can be
sent
to us using the xxx Road address and our surname. Please note that
we
have already taken advice and this letter is being sent to the address
given by your representative as advised by recorded delivery.
Yours sincerely,
.....................................
.......................................
Peter xxx
4th September 2006 4th September 2006
The contents of this email and any attachments are sent for the attention of the addressee(s) only and may contain confidential and/or privileged material. If you have received this email in error, please notify the sender immediately and delete it from your system. If you are not the addressee, any review, retransmission, disclosure, copying or other use of this email and any attachments is prohibited. Statements and opinions expressed in this email may not represent those of the company and any representations or commitments in this email are subject to contract.
ntl Group Limited Telewest Limited
Please note that following completion of the merger of ntl and Telewest, we are migrating our email addresses to a standard company wide address of "@ntl.com". Accordingly, you may see that the sender's email address has changed. If you are sending to a Telewest email address your email will be directed to the intended recipient.
The contents of this email and any attachments are sent for the attention of the addressee(s) only and may contain confidential and/or privileged material. If you have received this email in error, please notify the sender immediately and delete it from your system. If you are not the addressee, any review, retransmission, disclosure, copying or other use of this email and any attachments is prohibited. Statements and opinions expressed in this email may not represent those of the company and any representations or commitments in this email are subject to contract.
ntl Group Limited Telewest Limited
Please note that following completion of the merger of ntl and Telewest, we are migrating our email addresses to a standard company wide address of "@ntl.com". Accordingly, you may see that the sender's email address has changed. If you are sending to a Telewest email address your email will be directed to the intended recipient.
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