NTL screw me over AGAIN

BBB

Rang up 2 months ago to downgrade my broadband from 10mb to 2mb, said it was done, got my statement from them a few days ago, nope, not downgraded but £37.99 gone out twice instead of £24.99, going to call them tomorrow and demand a refund or I'm leaving.

Last year, I signed up with them for Broadband, agreed direct debit every month, everything sorted......or was it?

For some reason in November (11 months after signing with them) my Internet was cut off, I rang them to ask why to be told that I'd not paid them a penny since I signed up, I was fuming, asked why the hell I wasn't cut off from month one, so had to shell out £250 to get connected again, only staying with them as I'm moving out in August so can't sign another 12 month deal with another provider.

wigginsmum

I'm a bit confused by this; did you realise no money was going to them for 11 months?

I'm the first to admit NTL are not good (and I'm currently an NTL customer looking to move), but if they had no money from you for 11 months I'm really not surprised they cut you off.

Did you make a note of which staff-member agreed the downgrade and when it was agreed?

Busybody

wigginsmum wrote:

I'm a bit confused by this; did you realise no money was going to them for 11 months?

I'm the first to admit NTL are not good (and I'm currently an NTL customer looking to move), but if they had no money from you for 11 months I'm really not surprised they cut you off.

Did you make a note of which staff-member agreed the downgrade and when it was agreed?

As far as I am concerned making a note of who you spoke to makes no difference at all! I had loads of bother with them a couple of years ago, they just play dumb when you phone them and put the blame onto yourself. Took me ages to sort it out (sorry)

Fenris

NTL are a nightmare! I used to live in Milton Keynes and had no choice but to use their cable for TV. Their billing was all over the place, their customer service was abysmal and when I left the house they just kept on billing me even though I'd e-mailed them telling them I'd left! Have I had a refund? Have I heck!

I can understand BBB's not knowing the money had been taken though; I have that bank phobia thing and can go months without checking a statement! It's not really the customer's responsibility to make sure the company are taking the DD's. If the company can't keep track of their own debts, that's upto them. They should have contacted BBB to let him/her know that the DD wasn't set up correctly and that money had not been transfered. They shoudn't just have disconnected him/her.

BBB

I understand that they disconnected me, what I just didn't get was that they didn't disconnect me after the first month of non payment, needless to say I check through every bank statement now!

pks00

They disconnected me once, I had no net access for a week. The person I spoke to on the phone said I hadnt paid my bill for 2 years. I laughed and said I pay by direct debit and he is joking with me. But he was adamant that I hadnt paid! I then asked to speak to his supervisor which he said. "he wasnt available"
Anyways to cut a long story short, I spoke to someone else (after about 3 different people) and they said there was a bug in the system. I pnly got to speak to him after constant complaining to NTL.
I lost all my contacts in webmail, my emails, no net. No compensation, they wouldnt give me any except for the rental of broadband for the time I didnt have it.
Im not too impressed with their cust service, but so far I cant really fault the BB service (apart from the odd hiccup) so I put up with it and stayed with them

molotov_3

They did the samething to me, apparently their computer system doesnt inform them if a payment has failed so it is only when a human checks that they find out no payments have been made!!

lin473

Similar thing happened to me a few years ago.
Tried to set up a direct debit several times.
Each time they said it was in place,but each month it wasn't collected.
Eventually,I sent a cheque so it didn't mount up too much.As soon as they received the cheque,someone woke up to the fact that the bill hadn't been paid for months and promptly cut me off!!!!!!
When I rang up they said there was nothing they could do about (even after speaking to a supervisor) .They could only reconnect when the cheque cleared! :mad:

TIGs

When i upgraded to broadband it was more hassell than it was worth i could type a full page of hassell i had,

In the end i said i didn'tfeel sure they weren't gonna take wrong amount out of my bank account so operator said "if you cancel your D/D we will send you a bill through the post till you feel confident to pay us through D/D again"

Brilliant or so i thought till next day i recieved an e mail asking why i had cancelled my D/D and that if it wasn't sorted they would disconnect me :mad: :mad: :mad:

When i phoned they said there was no record of any operator telling me to do that " i must be a liar then"

Can't wait for my contract to finish and i'll be gone like a shot