Major Billing Headache - Please help

[chrisjones]

Hi,

Ok bare with me this is a long one!

In December 05 I had 2mb Broadband added to my GF's acc (I am named on the acc). For some totally unknown reason a member of CS took changed the name on the billing details. Called them up the same day to adjust the name, was told it was done. Actually NOTHING was done so no DDebits went of for Dec and Jan. Feb came around and NTL send this email:

Notification of Direct Debit Amount Due

The Direct Debit payment with respect to your ntl:home internet account is now due for £123.40 and will be collected on or immediately after 03/03/2006. Please note that no action is required as payment will be taken automatically.

For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.

....

Now it doesnt take a huge amount of thinking to work out that bill cant be right for a 2mb service installed in Dec 05. Called them up and found that they were trying to charge for a 1mb AND 2mb line to our house and not only that.... they STILL had the DDebit details wrong, the same details that were 'changed' in Dec. Ask to speek to various depts, they assure me the 1mb acc has been removed and I get two months credited back to my acc for the mess around.

Back to today and this email arrives.

Notification of Direct Debit Amount Due

The Direct Debit payment with respect to your ntl:home internet account is now due for £116.40 and will be collected on or immediately after 31/03/2006. Please note that no action is required as payment will be taken automatically.

For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.

.....

Err £116 for 1 months worth of 2mb aint at all right (No ****! lol) so I call up CS to be told that im being charged for a 1mb AND 2mb line still! I didnt go ballistic at the CS guy I cant stand people that do that, but I did explain that im not at all happy and that something needs sorting out asap... only to be told that I cant talk to anyone as everyone is in a meeting! The cheek!

Please if anyone can kick some NTL ass I would appriciate it as im ready for jacking the service in today as I have more than sufficient grounds to terminate the agreement.

Cheers one and all.

[Russ]

You know the score - PM me your name, address and account number and we'll get some excellent ntl people on the case

[chrisjones]

All I owe is the amount for 2mb Broadband for THIS month... no more no less.

... I would be interested to hear what NTL are prepared to do for me to keep me with them, I think ive been too fair on them to date ;-)

---------- Post added at 12:54 ---------- Previous post was at 12:45 ----------

.... Just to update, a member of management is due to be calling me back 'today'... will keep you abreast..

STILL waiting for that call - 13:44

Same as at 14:33 - grrr

[chrisjones]

Ok.... still not a peep from a manager, they got till 2moro to call and offer me a VERY good reason as to why *they* NTL havent bothered to pay attention to any of my phone calls this last 4 months.

If I ran my business like this I'd be in need of finding a way to hook up my 2mb line to a cardboard box!

[MovedGoalPosts]

As Russ has said, if you want to PM details to a member of the CF Team we will forward it to our ntl contacts who operate at a senior level and have proven to be able to cut through the red tape that is ntl. Ok it shouldn't be necessary for you to have to resort to this, but it's a service we are pleased to offer.

[chrisjones]

Update-

The Manager that was supposed to contact me with 24 hours didnt, called back last night only to be promised a call at 'somepoint'. Took the names of managers present and made it clear that it really was in thier 'best interest' to call me back this morning.

Some how I get the impression no-one really gives a whotsit so I might as well unleash some more firm tactics on them. ... ... anyone know the number for the A-Team?

[etccarmageddon]

Originally Posted by chrisjones

...Some how I get the impression no-one really gives a whotsit so I might as well unleash some more firm tactics on them. ... ... anyone know the number for the A-Team?

see posts 2 and 5.

[chrisjones]

Sorry, what you getting at? Yes I know these seriously cool people are there to help, but im giving the people that are supposed to help me out the chance to actually do so ... more from the point of view that they shouldnt be let off the hook for screwing me about!

[Chris W]

The contacts that Cable Forum have are within ntl- so if you pass details through us it will be ntl resolving the problems.

All complaints that are received through cable forum and logged by ntl and fed back, so your problem will be resolved and ntl will be made aware of the issues and work to prevent these from recurring.

However, if you don't want the problem sorted then

Originally Posted by chrisjones

but im giving the people that are supposed to help me out the chance to actually do so

You could be waiting a very long time. I would take the help you have been offered on this forum. Trust me it works

[chrisjones]

Ok I guess its like this...

I want compensating - Ive been mucked about left right and centre, overcharged to the point of oh so nearly causing my partner SERIOUS financial issues.

NTL owe me bigtime and im not backing down until I feel I have been compensated to a decent level, be that an upgrade in service, reduction in my current service price - whatever it maybe I feel its time for NTL to start paying for the screw ups!

[Russ]

You know what to do....

[etccarmageddon]

Originally Posted by chrisjones

Sorry, what you getting at? Yes I know these seriously cool people are there to help, but im giving the people that are supposed to help me out the chance to actually do so ... more from the point of view that they shouldnt be let off the hook for screwing me about!

I think you're deliberately doing your best to let them make the hole they have dug even bigger so you can increase your chances of compo. why else would you decline the assistance offered by cable forum.

why else would you be enduring this:-

STILL waiting for that call - 13:44

Same as at 14:33 - grrr

[MovedGoalPosts]

He has now sent us some details and I know our ntl contacts are on the case

[etccarmageddon]

I agree though, if they're caused you financial problems you should be compensated. Make sure you have proof - bank statements etc of any bank charges/losses incured.