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NTL Hell
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LoubyLou_3
Posts: 4 Newbie
Major vent alert !!!!!!
We cancelled our account (in writing) 18 months ago as we switched to BT and Sky. We subsequently found out that our account had been put on "suspension" by one of NTL's customer retention members of staff !
We have moved house and had no service from NTL since then, but now we are receiving bills for line rental from them, plus a threatening unpaid bill letter which states that if we don't pay the oustanding amount our credit rating could be affected......
When we try to call NTL we get passed between the "moves and transfers" dept and "disconnections" but nobody seems to do anything. Over 3 hours we spent on the phone last week.
We finally resorted to sending a recorded delivery letter of complaint and a request to cancel our account once and for all. According to NTL's own code of practice (which is a bit of a joke really), we were expecting a response within 48 hours. But here we are a week later, no response and no chance of getting to speak to anyone in the complaints department. They just dont want to know.
Otelo can't help until the complaint has been running for 3 months !!!
We are absolutely fuming as we feel we have been tricked by NTL into keeping the account on suspension and now we are paying for it, both financially and in terms of our stress levels going thru the roof !
If anyone has experienced anything similar and can offer any advice, it would be gratefully received......thanks!
We cancelled our account (in writing) 18 months ago as we switched to BT and Sky. We subsequently found out that our account had been put on "suspension" by one of NTL's customer retention members of staff !
We have moved house and had no service from NTL since then, but now we are receiving bills for line rental from them, plus a threatening unpaid bill letter which states that if we don't pay the oustanding amount our credit rating could be affected......
When we try to call NTL we get passed between the "moves and transfers" dept and "disconnections" but nobody seems to do anything. Over 3 hours we spent on the phone last week.
We finally resorted to sending a recorded delivery letter of complaint and a request to cancel our account once and for all. According to NTL's own code of practice (which is a bit of a joke really), we were expecting a response within 48 hours. But here we are a week later, no response and no chance of getting to speak to anyone in the complaints department. They just dont want to know.
Otelo can't help until the complaint has been running for 3 months !!!
We are absolutely fuming as we feel we have been tricked by NTL into keeping the account on suspension and now we are paying for it, both financially and in terms of our stress levels going thru the roof !
If anyone has experienced anything similar and can offer any advice, it would be gratefully received......thanks!
0
Comments
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get on the phone and demand a cancellation - if you kick up enough fuss without being arsey or insulting you'll get somewhere0
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If your billing was "suspended" at the same time as you started receiving bills for Sky and BT, it is reasonable to assume that you meant to cancel, on the grounds that:
1) You would not take identical services from two providers.
2) A reasonable person would not ask for their billing to be "suspended".
3) NTL may suspend for certain breaches of service, there is no provision for the customer to suspend the service under the terms and conditions.
4) NTL freephone number is 0800 052 9403 option 1 - movers, 2 - Customer relations (retentions), 3 - Customer "Service"
5) Litigate to accumulate
Darth Mallrat
:mad:0 -
Go across to http://nthellworld.co.uk There are some guys there that can pass your problem to somebody high enough at NTL to resolve your problem.[size=-2] If this post was unhelpful, please tell me.
If it was helpful, please tell everyone - Press the [highlight]Thanks[/highlight] button![/size]0
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