Billing & cancelling

[nickclarke]

hi can anyone help me cancelled my digital tv package back in october 2004 thought nothing of it when kept receiving bills for the service, now i am getting letters of disconnection notices for non payment, now i am getting letters of legal proceedings, tried the normal way of contact, customer services, email, and writting, obviously had no joy, i received a phone call from ntl collections last week , explained everything to them, they appologisied, but said they couldn't do anything about it as all they were ringing for was to see when i was going to pay, i should contact CUSTOMER CARE, anyone got any idea what to do now

[Scarlett]

Firstly, I'd go back over your records and see if you have a copy of a letter you might have sent them to say you were cancelling.

Failing that, check your old phone bills to see if you can identify the call that you made to them (it'll be the one over an hour long if my experience is anythiing to go by ).

There are NTL peeps around here that can also help so make sure that you have your account number and details to hand to help them chase it down.

Finally, you might want to ask NTL for all the data that they have on you, it'll cost £10 but then you will be able to see all notes etc aganist your account to see if the 'system' was ever notified of your cancellation.

[Derek]

Firstly what region are you in?

Secondly did the box ever stop working or get picked up?

hi to Cable Forum

I'm afraid that for this kind of thing, Customer Service has to be the way to go. Do make sure you make a note of any calls you make, time, who you spoke to, etc.

- did you get any kind of confirmation of the cancellation?

[leemel]

Originally Posted by homealone

hi to Cable Forum

I'm afraid that for this kind of thing, Customer Service has to be the way to go. Do make sure you make a note of any calls you make, time, who you spoke to, etc.

- did you get any kind of confirmation of the cancellation?

Make sure you write everything down.
I am currently going through the same thing...apart from the fact they actually owe me money, but seem in no hurry to repay it.
I've been in touch with OTELO about these jokers, and I'll probably end up getting in touch with OFCOM.

[danielf]

I had the same thing. I cancelled in September, and they kept billing me till January, even though I called them every month to complain. For some reason the system kept generating bills, and my account got reinstated after having been disconnected. I haven't received a bill for February yes, so touch wood.

Give them a ring, but if my experience is anything to go by, this may not be resolved with one call (I had to call them 7 or 8 times alltogether).

To be honest, it is usually not a good idea to ignore bills (even erroneous ones). Unless you complain a company (any company) is unlikely to notice sonething is wong.

[leemel]

Originally Posted by danielf

I had the same thing. I cancelled in September, and bills kept coming untill January, even though I called them every month to complain. For some reason the system kept generating bills, and my account got reinstated after having been disconnected. I haven't received a bill for February yes, so touch wood.

Give them a ring, but if my experience is anything to go by, this may not be resolved with one call.

To be honest, it is usually not a good idea to ignore bills (even erroneous ones). Unless you complain a company (any company) is unlikely to notice sonething is wong.

Too right. But I am not paying for a service, that a) I can't receive, and b) didn't ask for. They've had numerous occassions to sort this, and still haven't.
I feel sorry for the people that have to work within this incompetant, inefficient bureacracy that is NTL, and the poor customers that have to deal with this kind of service.
I never thought I'd say this, but BT and Sky were a dream compared to this bunch.

[danielf]

Originally Posted by leemel

Too right. But I am not paying for a service, that a) I can't receive, and b) didn't ask for. They've had numerous occassions to sort this, and still haven't.<snip>

If that is in response to me saying it is not wise to ignore bills: I did not suggest paying erroneous bills, but dispute rather than ignore them.

[leemel]

Originally Posted by danielf

If that is in response to me saying it is not wise to ignore bills: I did not suggest paying erroneous bills, but dispute rather than ignore them.

It was, and I was in full agreement. If you can get through to a human, and then get them to make sense of what seems to be the system from hell, you might stand a chance of resolving it.

[leemel]

Email each of the directors with a description of your problem.

I spoke to a lady at NTL claiming to be the Customer Liaison Manager.
If I get a result, cool. Got a name and a ddi for her. Now waiting for her to deliver on the promises that she made. She's got a week as I'm not completely unreasonable...this has only being dragging on since October...

NTL-Now Telling Lies.