GRRR just really annoying

[clarie]

It really annoys me when this happens...

I had a £60 bill this month for NTL TV and phone which is way higher than I would normally pay. Looking at the bill (which I don't think is very clearly set out or easy to understand) it looks like I have been charged for things that should have been included. I called them and the person I spoke to advised me that the offer I had originally gone for expired because it was 12 months ago. That annoys me to start with because I moved house recently and when I called them to inform them of this I said I wanted to keep the same deal and no-one said 'ok but it expires this month'. Secondly, after faffing around with this woman for a while she worked out I had been overcharged £35, which they can't refund to me, but which has to go as a credit on my account. I know this is the way they do things but why??? I need that money this month! They shouldn't have taken it off me in the first place!

Is there anything I can do??

Originally Posted by clarie

It really annoys me when this happens...

I had a £60 bill this month for NTL TV and phone which is way higher than I would normally pay. Looking at the bill (which I don't think is very clearly set out or easy to understand) it looks like I have been charged for things that should have been included. I called them and the person I spoke to advised me that the offer I had originally gone for expired because it was 12 months ago. That annoys me to start with because I moved house recently and when I called them to inform them of this I said I wanted to keep the same deal and no-one said 'ok but it expires this month'. Secondly, after faffing around with this woman for a while she worked out I had been overcharged £35, which they can't refund to me, but which has to go as a credit on my account. I know this is the way they do things but why??? I need that money this month! They shouldn't have taken it off me in the first place!

Is there anything I can do??

AFAIK if you are on direct debit, the scheme should allow you to get back money they should not have taken from your account. I smell BS ... a call to your bank might clear things up.

[Jules]

There is a nice fella on this forum called Russ that may be able to help you

Seriously though this sort of thing is annoying and if they have over charged you then they should refund it right away instead of applying it as a credit As for why they do it, well it is because they make more money that way, wrong I know but that is NTL for you

[orangebird]

Originally Posted by clarie

It really annoys me when this happens...

I had a £60 bill this month for NTL TV and phone which is way higher than I would normally pay. Looking at the bill (which I don't think is very clearly set out or easy to understand) it looks like I have been charged for things that should have been included. I called them and the person I spoke to advised me that the offer I had originally gone for expired because it was 12 months ago. That annoys me to start with because I moved house recently and when I called them to inform them of this I said I wanted to keep the same deal and no-one said 'ok but it expires this month'. Secondly, after faffing around with this woman for a while she worked out I had been overcharged £35, which they can't refund to me, but which has to go as a credit on my account. I know this is the way they do things but why??? I need that money this month! They shouldn't have taken it off me in the first place!

Is there anything I can do??

It's not really ntls fault that you didn't remember when your special offer anded....

Not sure if the DD guarantee can help at all as far as getting back money you were overcharged... and even if ntl were to refund you the money (rather than apply a credit), sending a cheque can take weeks, and then you'll have to give approx 7 days for it to clear...

[clarie]

Originally Posted by orangebird

It's not really ntls fault that you didn't remember when your special offer anded....

No but as I said, when I changed my address I told them I wanted to keep the same deal, and they didn't tell me it was due to expire.

[orangebird]

Originally Posted by clarie

No but as I said, when I changed my address I told them I wanted to keep the same deal, and they didn't tell me it was due to expire.

But you knew that the deal would expire in 12 months...

[clarie]

Originally Posted by orangebird

But you knew that the deal would expire in 12 months...

Yes. But I told them I wanted to keep the deal going.

I am not going to to and fro over this issue. This isn't a debate. My problem is that I have been overcharged and not only that but my bills will from now on be more expensive, when I only moved the service to my new address because I thought it was a good deal. I will simply have to change or cancel my package now.

[orangebird]

Originally Posted by clarie

Yes. But I told them I wanted to keep the deal going.

I am not going to to and fro over this issue. This isn't a debate. My problem is that I have been overcharged and not only that but my bills will from now on be more expensive, when I only moved the service to my new address because I thought it was a good deal. I will simply have to change or cancel my package now.

Looks like you've just answered your own query..

Oooh, girlie fight! Can we watch?

[clarie]

Originally Posted by clarie

Secondly, after faffing around with this woman for a while she worked out I had been overcharged £35, which they can't refund to me, but which has to go as a credit on my account. I know this is the way they do things but why??? I need that money this month! They shouldn't have taken it off me in the first place!

Is there anything I can do??

Nope. This is my query.
__________________

Originally Posted by Chris T

Oooh, girlie fight! Can we watch?

Yeah sure. Ringside tickets just £35!

[Gareth]

Originally Posted by clarie

Yeah sure. Ringside tickets just £35!

Cool, we'll get NTL to credit it to your account... maybe

Handbags at dawn!

[clarie]

If we, your bank or building society make an error in taking a direct debit from your account, you are guaranteed a full and immediate refund from your bank or building society of the amount paid.

This is what it says on the NTL website. Therefore I should surely be able to get my money back straight away.

On phone to them now.

[Raistlin]

Originally Posted by clarie

This is what it says on the NTL website. Therefore I should surely be able to get my money back straight away.

On phone to them now.

I've highlighted the important bit.

If an error is made it is actually down to your bank to refund the money and they claim it back from NTL.

Those are actually the terms of the Direct Debit guarentee.

[Chris W]

the bank haven't made the error though... they requested the amount that ntl told them to...

Have you paid this already? If not, then you can cancel the DD, then phone ntl to make a payment. Any credit that has been added since the bill was produce will be reflected in the amount that you have to pay over the phone.

[Raistlin]

Originally Posted by Chris W

the bank haven't made the error though... they requested the amount that ntl told them to...

Doesn't work like that though.

From here:

http://www.bacs.co.uk/BPSL/directdeb...ic/yourrights/

If the amounts to be paid by Direct Debit or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed.
If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

[Emphasis by Raistlin]

__________________

And also from here:

http://www.bacs.co.uk/BPSL/directdeb...ic_FAQ.htm#Q17

Q. How do I get back any money paid in error?

A. If any payment is made in error, you should contact your bank or building society who are responsible for giving you a full and immediate refund - even if the original error was made by the organisation collecting the payment.
[Emphasis by Raistlin]