Phone Bill Fiasco

I've just found out that my phone account has been blocked because NTL claim that I've made no payments on that account for 8 months. Needless to say, I wouldn`t be posting on here if that were actually true.

Now I've got to go through all of the trouble to demonstrate that they have taken my money, my bills have even reflected this fact. But, is it really NTL policy to leave accounts active for months like this with an amount outstanding? I can`t see that being the case since in the past NTL have phoned up to hassle me for being a couple of days late with payments.

Does anyone know how long NTL normally take to invoke action for bills not being paid? If I can argue that they take less 8 months then they can`t argue that the bill hasn`t been paid.

Thanks in advance.

Just don`t get me started on that damn Indian call centre..........

why didnt the second bill contain the so called "outstanding" payments from the first bill???? You would have noticed then and done something about it. Sometimes NTL's systems are so dumb its unbelievable.

I'd argue the point that as they havent rebilled you for the outstanding amounts then its up to them to find out what has gone wrong rather than you prove youve paid it. They have a record of what you have been charges and payments received.

[Neil]

Typical ntl billing I'm afraid.

Dr Wadd-can you make outgoing emergency calls? ntl must leave this facility intact when restricting phone lines (by law)

I also *think* they have to allow [i]incoming[/u] calls too.

If you have paid (DD I presume?) Then it's ntl's responsibilty to put your (paid for) phone line back on b]immediately[/b] & go sort their own billing issues out.

I think you should not only speak to someone high up in ntl about this, but also speak to OFCOM.

http://www.cableforum.co.uk/board/article.php?a=28

http://www.ofcom.org.uk/

Originally Posted by OFCOM

How to complain about your telephone service
What should I do first?

If you have a complaint, you should first raise the issue with your phone company and try to sort out the matter with them. But before you contact them, be clear about what exactly your complaint is and what you want done.

It is helpful to keep a proper record of your complaint that lists:

the date and time you spoke to your phone company;
who you spoke to; and
what they said or promised to do.
You should also:

ask your phone company when you can expect your complaint to be answered or resolved (or both);
keep copies of all correspondence; and
check your conditions of service or contract with your phone company.
What if I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t get the answer I want?

First, give your phone company a chance to sort out your complaint.

If you feel you have been dealt with poorly or unreasonably, you can ask for your complaint to go to a higher level. Many companies have high-level teams which deal with customer complaints that cannot be sorted out in the first instance.

If you are still dissatisfied, you can contact Oftel for advice. We have to consider any complaint or enquiry about telecommunications services supplied in the UK. However, we do not have to deal with complaints or enquiries that appear to be frivolous.

Who do I contact at Oftel with a complaint or enquiry?

If you live in England, Scotland or Wales, please contact Oftelââ‚ƚ¬Ã¢â€žÂ¢s Consumer Representation Section (lo-call rate number: 0845 714 5000)

Originally Posted by OFCOM

What if I still cannot sort out my dispute?

The telecoms industry has set up an ombudsman scheme to resolve disputes between telephone companies and residential or small business customers. If your phone company is a member of the scheme, the Office of the Telecommunications Ombudsman (Otelo) will investigate your complaint. Otelo provides a free and independent service and, where a complaint is justified, can award up to £5,000 compensation. For more information, contact Otelo on 0845 050 1614 or see www.otelo.org.uk

http://www.ofcom.org.uk/static/archi...ct_us/form.htm

Originally Posted by OFCOM

If you feel you can go no further with your telephone company, you can contact Oftel's Consumer Representation Section in the following ways:

Write to:
Oftel
Consumer Representation Section
50 Ludgate Hill
London
EC4M 7JJ
Telephone:
0845 7145000 (local rate number)
(020) 7634 8888
Fax:
(020) 7634 8845
Textphone:
(020) 7634 5370
Os dymunwch drafod cwyn neu ymholiad yn y Gymraeg, gallwch neud ar y rhif canlynol
020 7634 8843.

Local rate - check with your telephone company for tariff details.

OFCOM contact details....

http://www.ofcom.org.uk/static/archi...Contactdetails

[Derek]

Originally Posted by dr wadd

Just don`t get me started on that damn Indian call centre..........

Are you an Ntl freedom customer or connecting directly to the network?

If you are an Ntl freedom customer then have you been paying both the Ntl and BT section of the bill?

If you are a direct customer then the only Indian call centres are for internet issues.

[Neil]

Originally Posted by dezzo

Are you an Ntl freedom customer or connecting directly to the network?

If you are an Ntl freedom customer then have you been paying both the Ntl and BT section of the bill?

If you are a direct customer then the only Indian call centres are for internet issues.

Dr Wadd appears to be a Langley customer Dezzo, I think the Indian call center comment was just thrown in for good measure-rather then being part of the equation!

[Derek]

It's just that there is nothing in his profile or the original message to say he is directly a customer.

I've seen a few complaints with similar problems where Freedom customers have only paid one section of the bill which has caused a problem like this. Never as long as 8 months though.

I`m an on-net customer, and at one point last night I was definitely through to the Indian call centre. I appreciate that people might correctly state that this isn`t the call centre for this issue, but when have NTL ever been good at passing calls to the correct department.

All my bills are paid for using my internet banking, I refuse to let NTL use DD with any of my accounts given the joke their billing department seems to be. The small premium each month is worth it if it prevents NTL accessing my bank account directly. They are the only company that I actually refuse to use Direct Debit with.

Anyway, I spoke to someone competent this morning and the phone is supposed to be switched back on (I`ll see if this is the case when I get home later) and they are going to chase up the payments.

Neil - Don`t know if I can make outgoing emergency calls, but I don`t think 999 would appreciate it if I were to make a test call.

[Neil]

Originally Posted by dr wadd

I`m an on-net customer, and at one point last night I was definitely through to the Indian call centre. I appreciate that people might correctly state that this isn`t the call centre for this issue, but when have NTL ever been good at passing calls to the correct department.

Ah yes-the old ntl 'telephone ping pong'

Originally Posted by dr wadd

All my bills are paid for using my internet banking, I refuse to let NTL use DD with any of my accounts given the joke their billing department seems to be. The small premium each month is worth it if it prevents NTL accessing my bank account directly. They are the only company that I actually refuse to use Direct Debit with.

Can't say I blame you-I was exactly the same.

Originally Posted by dr wadd

Anyway, I spoke to someone competent this morning and the phone is supposed to be switched back on (I`ll see if this is the case when I get home later) and they are going to chase up the payments.

Never heard that before... Still-let's give them the benefit of the doubt, did you get the person's name?

Originally Posted by dr wadd

Neil - Don`t know if I can make outgoing emergency calls, but I don`t think 999 would appreciate it if I were to make a test call.

Fair point, but what about incoming calls?

[Thorn]

It is quite common for accounts to go unchecked for months and then services will be suspended for non-payment, without notification of said fact.

Happens more commonly with broadband and dial-up, however, due to the nature of the billing. Check your bank statements and fax them a copy, if need be.

Originally Posted by Neil

Fair point, but what about incoming calls?

I've not tested it myself, and don`t get enough incoming calls to really notice whether it is working or not. I should give the line a call from my mobile when I get home.

Originally Posted by Neil

Never heard that before... Still-let's give them the benefit of the doubt, did you get the person's name?

Just got home, and the phone *is* making outgoing calls again. Thankfully there are at least some staff at NTL who are helpful.