I need Help.

carrie483

Hi,

In August i opened a broadband account with Ntl on a 3 month free trial. During the first 3 months they tried to take payment and when i complained they said as a 'gesture of goodwill' they would put the trial on again which would give us 6 months free internet. I have also been receiving a bill once a month saying we are £37.99 CR, now i receive a call saying we owe nearly £100 but it has a different account number on it (I only have one account so i don't know why it's diferent and Ntl don't know either) but they say they don't know where these bills have been coming from each month that say i'm in credit.

Still with me?

No-one at Ntl is very helpful and one guy from there billing section even said to me 'when you get a bill you musn't put it on the side and forget about you, you should pay it' and when i told him i hadn't received a bill saying i owed anything he practically said i was lying.

I have told Ntl that i'm sure if i saw a solicitor he would agree with me that it is Ntls sod up not mine. The guy i said that to said 'you can't run up a broadband account and then when you get a phone call saying you owe money to then say well i'm going to see a solictor'.

They are also now saying that i was on a 2 month free trial not 3 months so i now have to find my original agreement with them because it's in a box because we moved house.

Has anyone got any advice? Because i'm getting really stressed out over this as i haven't done anything wrong.

Thank you and i hope you are all still awake.

Simpson

Unfortunately NTL have a poor track record regarding customer service. I suggest you find your original agreement and note down dates of when you recieved the goodwill offer and the dates of any bills recieved. Make sure everything matches up with your account number.

Now that you have everything ready in your defence write to them asking for a statement of your account (quoting the correct account number).

If the statment does not tally with your records, write to them again asking that they respond within two weeks and enclose a copy of all your documentation.

Advise them that they are now in breech of your original contract and that you will cancel your agreement with them if they do not rectify it within the time given.

Remember to use snail mail for this. E-mail is really handy but for this sort of thing you get a better response by post.

Also never refuse to pay what you owe. If you have made the error then try to reach a settlement by negotiating with them.
Keep it friendly, remember it's only a job to them, It's only stressful to you so take control and make things happen at your pace.

Good luck.

sco0ter

In your post you say you will have to find your original agreement because you moved house... Will this not explain for the different account numbers? Make sure you have all your old reciepts or bills as for some reason they dont seem to keep records and its up to you to provide proof.

In my dealings with NTL before I moved house (5 years ago) They cut me off and collected my NTL box from the house. 6 Months later I got a letter from a debt collection agency wanting £245 including thier fees. Luckily I still had all my old bills including the final one and the reciept I was given for the box buy thier engineer. I asked for a confirmation letter telling me I was debt free. took 6 phone calls but I got it. Everything was then laid to rest...


10 months ago got another letter from the same debt collection agency informing me I was being taken to court for non payment and owed £1744.22 Including costs. I got all my old reciepts and the debt free confirmation letter from NTL and faxed them to the company. The guy was not impressed... NTL didnt bother to tell them it was sorted. So even if you do get this sorted tell them you want confirmation in writing,

TREVORCOLMAN

This just shows that you MUST keep all paperwork.

I find that a folder with A4 plastic inserts is very useful!

carrie483

Sorry didn't explain the bit about moving house very well, we moved in to the house and got broadband set up before we moved in and during the manic week it took to move in it got put in a box which is now in our spare room with about another 50 boxes. Thanks to you all for helping, i will take your advice and let you all know how it goes. And i have just bought a filing cabinet for all paperwork.

Virginie

It hink what sco0ter did is the right thing to do. Try to find your paper work. call them again and tell them you're faxing everything through, and then call them again. They cannot say you are lying with the proof in front of them...

With all of that, I really do not fancy going with ntl...