I emailed ntl freedom last week about something on a previous ebill called 'other charges' for £23 (this practically doubled the amount I usually pay) and also asked why the Feb/Mar bill was not itemised as it was 3x more than I was expecting with no explanation. Got a reply telling me to call a number. Called and they could not find my details and said I must be an ntl freedom customer and he could not help me as they were a different franchise, I confirmed I was with ntlreedom and he gave me an 0870 number to ring, I asked how much this would cost and was told it was local rate. Queried this, guy checked and then said it would be 8p per minute, not local rate!. Told him ntl had charged me extra without explanation and didn't think it fair I should be paying premium rate for the call and was there an email address? He said he couldn't find one, there was only the phone number. Looked on the website and found an email address for billing at ntlfreedom!! Emailed customer services again at 10.am today to ask for reply by email and am awaiting their reply.
Why are NTL allowed to just make a charge to my account and not tell me what it is for? Have been with NTL since Nov 2000 with dial-up then BB but have not needed to contact them before as my sons are 'techies' and sort the computer out for me and have been happy with speed, connectivity, phone etc. but my contact ends next month so I will look elsewhere if this is not resolved.
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unexplained charge and bill not itemised
