Being overcharged for tv pack

[the devil]

Unfortunately you will need to call in each month, it is possible to add details to our calendars to remind us to go into accounts each month & credit them, but......as a lot of us are being made redundant later this month ( yippee ) we won't be here to do this & to be honest I wouldn't trust half the staff to do it anyway. I know its a pain but calling in is the best way of making sure its done.

[scrotnig]

Originally Posted by the devil

Unfortunately you will need to call in each month, it is possible to add details to our calendars to remind us to go into accounts each month & credit them, but......as a lot of us are being made redundant later this month ( yippee ) we won't be here to do this & to be honest I wouldn't trust half the staff to do it anyway. I know its a pain but calling in is the best way of making sure its done.

Why can't it just be done correctly in the first place?

There must be a way of making it right.

[ian@huth]

This is a ridiculous situation that should have been resolved some time ago. The only way that I can see to ensure that you are only paying the amount you should each month is to pay by a means other than direct debit. Doing this, however, would result in extra charges for not using direct debit. I wonder what NTLs reaction would be if customers cancelled their direct debits and wrote to NTL informing them of this course of action and the reason for it. Would they have the audacity to impose an extra charge on a customers bill because they wanted to pay the correct rate for their services?

[the devil]

Obviously working for the company I have to be careful what I say. I personally would agree with a customer cancelling the direct debit & would not add the admin charge to the acc, however accounts are regularly checked ( please don't laugh! )& the charge may be added later. I would always credit these charges if a customer called in if they had been overcharged ( there's no way I'd keep a direct debit if I was being overcharged each month ). However the contract states that we can impose the admin charge so it would be down to the individual customer service rep to credit, however if they refused you could always demand a manager calls you back & they will most likely credit it.

As I say these are my opinions & not the companies.

[scrotnig]

Originally Posted by the devil

Obviously working for the company I have to be careful what I say. I personally would agree with a customer cancelling the direct debit & would not add the admin charge to the acc, however accounts are regularly checked ( please don't laugh! )& the charge may be added later. I would always credit these charges if a customer called in if they had been overcharged ( there's no way I'd keep a direct debit if I was being overcharged each month ). However the contract states that we can impose the admin charge so it would be down to the individual customer service rep to credit, however if they refused you could always demand a manager calls you back & they will most likely credit it.

As I say these are my opinions & not the companies.

In my region, the non-DD charge will get added automatically to the account within days of a DD being cancelled.

Having said that, in my region there are no 'IT issues' which are causing customers to get double billed for Sky Sports, nor anything else for that matter.

Any billing errors that DO occur (and all companies have them) can be resolved easily and quickly.

[poolking]

I'll see what happens in subsequent bills, if it does continue to happen I'll consider cancelling the direct debit and just pay the extra £2 a month or whatever the non-direct debit payment fee is.

[scrotnig]

Originally Posted by poolking

I'll see what happens in subsequent bills, if it does continue to happen I'll consider cancelling the direct debit and just pay the extra £2 a month or whatever the non-direct debit payment fee is.

You shouldn't have to do that.

The company should get the billing right, and if they cannot for a short time and you have to cancel the direct debit while it gets fixed, then the company should stand the cost of the £2, not you.

[poolking]

I know this shouldn't have to happen, one day hopefully the directors of NTL will get a wake up call and snap out of their fantasy dreamland.

[ian@huth]

Originally Posted by Mark B

You shouldn't have to do that.

The company should get the billing right, and if they cannot for a short time and you have to cancel the direct debit while it gets fixed, then the company should stand the cost of the £2, not you.

I would agree with that to a large extent but think that the company should not only stand the £2 cost but also credit the customer a further £2 for the inconvenience it is causing them. You have to think about why NTL is charging £2 for non-DD payments and apply the same principle in reverse.

[scrotnig]

Originally Posted by poolking

I know this shouldn't have to happen, one day hopefully the directors of NTL will get a wake up call and snap out of their fantasy dreamland.

Well, my advice would be, don't accept it, insist it is sorted at no cost to you.

Seriously, this is what I always advise, because if everyone 'puts up' with things like this, the company won't be aware what a major problem it is.

That's the trouble in this country; complaining is seen as a negative thing. It shouldn't be. Businesses need to know where they are going wrong, so they can evaluate the situation and put it right for the future.

The word 'complain' is too negative these days, when in most cases what is really being provided is 'constructive feedback' as to a particular customer's personal experience with the company, with a request that the situation be resolved.

[ian@huth]

Originally Posted by Mark B

Well, my advice would be, don't accept it, insist it is sorted at no cost to you.

Seriously, this is what I always advise, because if everyone 'puts up' with things like this, the company won't be aware what a major problem it is.

That's the trouble in this country; complaining is seen as a negative thing. It shouldn't be. Businesses need to know where they are going wrong, so they can evaluate the situation and put it right for the future.

The word 'complain' is too negative these days, when in most cases what is really being provided is 'constructive feedback' as to a particular customer's personal experience with the company, with a request that the situation be resolved.

Mark, I think you have just provided one of the many reasons why NTL should have kept nthellworld.com open and why they should have NTL staff monitoring these forums and reacting to what they see.

[the devil]

I & most of my colleagues ( and ex-colleagues )at Ntl agree. I may not always have access to a pc to log on but I think a forum like this where staff can log on & offer help to customers is a great idea, after all we are not on here just to moan & we certainly don't get paid to do this - its because we believe that customer service should be customer service. I will be leaving the company at the end of october but will visit this site whenever I can, if I can help anyone out then what does it cost me - nothing. I have enjoyed my time at Ntl but have come to the conclusion a while ago that no matter what happens the wrong people are making the decisions, so consequently the wrong decisions are being made. I cannot see this changing in the near future so will be happy when I leave, I take my job seriously but am unable to do my job effectively due to the company failing to provide the tools for me to do this.

[poolking]

Here we go again, overcharged for the Sports Pack again, when is this IT error going to be fixed? I'm reluctant to keep ringing CS and sounding like a stuck record, when the error isn't of my making.

Can anyone here assist with applying a credit to my account without having to ring CS?