Problems with being involuntarily disconnected and overcharged

V_Chic_Chick

This is from someone I know, who doesn't know whato do about the following situation (She is with NTL, which has juuuust been bought out by Virgin.) Any help appreciated.

This morning a letter from my ISP came through the door, as the bill is payed by direct debit I figured it'd just be a confirmation of payment and so put it to one side to open later..

As I'm checking e-mails and chatting to a friend online my connection drops, I do all the restarting stuff and it says it's connected but I can't get online. I phone ISP and after 30 minutes find out that they have cancelled the direct debit without informing me and for no apparent reason, and are now demanding £60. I open the letter and it's a disconnection notice giving me 7 days to pay £44.

I have no idea how the bill got that high since we only pay abouit £17 per month and they haven't informed us of any non payment. I couldn't argue on the phone as I only have a mobile with limited credit and I needed net access back asap.

The call ended up costing my about £5 and I'm about to write a snotty e-mail about their distinct lack of customer service!