Billing Screw Up

[chandleo]

Having all sorts of fun and games with ntl at the moment, called up a month and a half ago to cancel my tv with them (still keeping the telephone line and broadband) which all seemed quite smooth, they asked why I was leaving I said it was because I was getting Sky Plus (though funnily they suggested why don't I have Sky in one room and NTL in another!!!!!)

Also asked them at the time if there was any sort of deal they could do with my telephone calls and internet cost due to me considering the talk talk offer, they said yes and offerred a discount along with Talk Unlimited so I wouldn't have to my for my landline calls after 6pm which I happily accepted, they collected my STB after the month so I assumed that everything had gone smoothly.

Until a couple of days ago! My NTL bill arrived, they had charged me for Family once again, Talk Unlimited but only the local plan, meaning I had a large phone bill for the month aswell when in fact the calls should have been as part of the package.

I called them yesterday to try and sort it out the girl I spoke to said she would credit off the Family Pack charge next month, did not mention anything else, I asked why they could not change the direct debit as it had not even gone out yet (doesn't go out until the 21st) Upon which I was told she could change it but they would have to charge ME a late payment charge if they did,

So not only are they expecting me to pay this full bill even though it is extremely over what I should be paying they want ME to pay a charge due to their mistake, I said this was not acceptable, the reply I got there was nothing else she could do, I asked for somebody who could do something (A supervisor/A Manager etc) and got told they would call me back within 2 hours, however this was 3.30pm yesterday and i'm still yet to hear from them, and to top it all off it now costs ME the phone call every time I wish to call them to get it sorted out.

I'm in two minds now to cancel the direct debit and just send them a cheque for the amount I know they are owed and get BT installed instead, i've never been treated in this manner before and its absolutely discusting, any suggestions?

[chandleo]

Just a quick follow up to this, when I heard nothing from ntl I sent them an e-mail, just calmly explaining the mistakes on my account and what needed to be done, and to ask that the direct debit be taken for the correct amount (about £30 less than what the bill stated!) and for somebody to contact me,

However the direct debit has come out for the full incorrect amount and still nobody has contacted me, all I want is for somebody to apologise and credit back the money i am owed to my account (for instance the calls I shouldn't have paid for and the television service I no longer have) and ensure that in the future my account is shown to have no mistakes and the talk unlimited plan to prevent this happening again in the future, i'm not asking for much!

[MovedGoalPosts]

Ntl aren't too good at dealing with emails

If you want us to escalate this matter with our contacts at ntl who have a good track record of cutting through the red tape, please PM me:
account number and name, address, daytime phone number and email address.

---------- Post added at 20:34 ---------- Previous post was at 19:47 ----------

PM received and forwarded to our contacts. Do let us know how you get on.

[djmagnifique]

just a quick piont about your dd. if the payment is due to go out on the 21st of the month it has to be applied for 5 working days before this so your dd is already in process on 14th of june and its very difficult to alter it for this month. this is standard practice with banks and probably the reason why they would have charged you to alter it for this month, although they probably wouldnt have been able to change it any way.

I work in customer service in the energy industry and deal with dd alterations every day, just seems like the person you spoke to didnt want to tell you the real reason they couldnt change your dd.

[MovedGoalPosts]

Originally Posted by djmagnifique

I work in customer service in the energy industry and deal with dd alterations every day, just seems like the person you spoke to didnt want to tell you the real reason they couldnt change your dd.

And if that is the real reason then all it would have taken is that simple an explaination. But that wasn't offered.