ntl complaints procedures. - Page 9

HughesJ · 31-08-2006, 08:26

Hi and help me too,

I have been reading through this blog and it seems that plenty of NTL customers and ex customers have had problems with closing NTL accounts ie you close it and one year later you get a debt collection notice at your new address because the account hasn't been closed properly and NTL have still been billing you at the old address. This is what has happened to me this week.

It is comforting to know that I am not alone but after trying endlessly to try to get to the bottom of this with customer services I have no idea what else to do. I have been up early today to write a letter of complaint to NTL House in Hook. I have a week to sort this out before I get the court order.

lesson learned: never trust NTL customer services and get everything from them in writing

lostandconfused · 31-08-2006, 09:26

http://www.cableforum.co.uk/board/sh...t=51573&page=4

Broadcaster · 03-09-2006, 13:14

Hi guys

Like a lot of you, we get a huge amount of unwanted junk mail.
Our attitude to this is to simply block the IPs of senders.
We do not wish however, to block UK IPs, unless they have a static address.

We complained to NTL about one of their clients, who is throwing out junk and got this reply:

"Your report has been assigned the following reference number:xxxxxx

Please quote this reference in any further correspondence when referring to this complaint.

Please note that ntl will not discuss the outcome of our investigation into this matter, nor divulge details of the account concerned. Unless we require further information from you, you will not receive any further communication from us in regards to the above reference number."

This seems to us to be an undertaking to do nothing......
Is this what your experience is?

Does anyone have the e-mail address of the head of customer services at NTL, so we can get through to them?

lostandconfused · 03-09-2006, 13:22

I would have thought it would be due to DPA, why they cant discuss someone elses account with you.

Mr Angry · 03-09-2006, 13:56

Quote:

Originally Posted by lostandconfused

I would have thought it would be due to DPA, why they cant discuss someone elses account with you.

It's not a matter of them "discussing" anything with the complainant.

As Broadcaster has pointed out it's an undertaking to do nothing, no follow up, no outcome report and no further correspondence in relation to the complaint unless they "require further information". They (NTL) have access to the servers and the mail history of customers so what possible "further information" could NTL hope, or need, to acquire from the complainant that, once alerted, they can't determine for themselves?

The best way to get complaints resolved is to write by recorded delivery directly to the Company Secretary at his home address.

RockPrincess · 12-09-2006, 13:50

Hi everybody!

I am also having a dreadful time with NTL.

I phoned them up to cancel my broadband 2MB service back in November as I switched over to BT Yahoo. The girl I spoke to said that instead of cancelling I could have 12mths free on 1MB, so I stupidly agreed. Payments were not being taken so I thought no more of it. I was getting weird bills through the post but didn't pay them much attention as they were all credits.

That was until April - I recieved a bill for Â£6.27. I called them up saying I was suppose to be having 1MB broadband free for a year - they told me it was only six months

Everytime I try get in touch with them they circle my call around their poxy call centre, "try" to put me through to retentions which is always engaged. Once i was successful in being put through but the girl there cut me off after putting me on hold for 30mins. The next month a bill came through for Â£17.99. I phoned up to complain citing I had been mislead & no longer wanted their service - demanding my Â£70 they have stolen from me - I cannot have this back apparently as I was on the 4MB broadband not 2MB which my bill up until my initial call in November states.

I called again so somebody could explain my bills since last December - but she said I had been paying Â£9.99 a month since December even though her computer would not let her look back to December on my account

I mean are they pumping some sort of stupidity toxin through their air conditioning at NTL. This is nearly as good as the time when I wanted to cancel my TV package with them. The girl then said I should reconsider because I wasn't thinking about "all the paperwork"she would have to fill in!!!

Should have seen all this coming really.

Unbelievable.

Anyhoo I have now cancelled my Direct Debit (I will deal with NTL's wrath when the time comes ) & I am trying to compose a serious letter hehe

Any ideas where I should send it as I get the feeling I really shouldn't be wasing my time.

markyboi · 13-09-2006, 20:45

Quote:

Originally Posted by henza

Every time you ring, ask for a supervisor 'cos that goes on the call record, and besides the call-centre staff aren't paid enough to have to deal with unhappy customers.

Don't do that, firstly, it puts you on a bad par when you call in, and lengthens the time to get your complaint resolved. Call centre staff are also paid to deal with complaints.

Best practise, take full names of who you speak to, and dates, if it doesn't get fixed first time, make sure you give name of person who said it would be.

As for broadcaster's comment, the reason you wont hear about how its fixed is Due to DPA, same reason if you complain about someone in NTL, you wont hear what happened to them.

---------- Post added at 20:45 ---------- Previous post was at 20:43 ----------

Quote:

Originally Posted by Mr Angry

It's not a matter of them "discussing" anything with the complainant.

As Broadcaster has pointed out it's an undertaking to do nothing, no follow up, no outcome report and no further correspondence in relation to the complaint unless they "require further information". They (NTL) have access to the servers and the mail history of customers so what possible "further information" could NTL hope, or need, to acquire from the complainant that, once alerted, they can't determine for themselves?

The best way to get complaints resolved is to write by recorded delivery directly to the Company Secretary at his home address.

Firstly, you shouldn't be writing to anyone at their home address.

and secondly, you dont hear anything because of dpa and privacy laws.

popper · 19-09-2006, 04:37

Quote:

Originally Posted by Mr Angry

It's not a matter of them "discussing" anything with the complainant.

As Broadcaster has pointed out it's an undertaking to do nothing, no follow up, no outcome report and no further correspondence in relation to the complaint unless they "require further information". They (NTL) have access to the servers and the mail history of customers so what possible "further information" could NTL hope, or need, to acquire from the complainant that, once alerted, they can't determine for themselves?

The best way to get complaints resolved is to write by recorded delivery directly to the Company Secretary at his home address.

Quote:

Originally Posted by markyboi

.
Firstly, you shouldn't be writing to anyone at their home address.

and secondly, you dont hear anything because of dpa and privacy laws.

hehe, your telling Mr.A how to suck eggs....

as for writing to a Company Secretary , thats public domain information so cant apply to privacy laws.

so do tell the readers how the Data Protection Act is infact the biggest hammer any of the NTL:tw end users have and how it could be used to cripple the NTL data manager department and the current incarnation of NTL:tw if they so wished?, MrA, myself and many others now know but doesnt feel the need to broadcast that fact as yet as i at least have hopes that the (/some) NTL employees can become/are good , effective and helpful people and make NTL:tw a good company for all concerned, i do like the tech people, its a shame some let the side down and become a jobswerth .

[edit]
does it make sense for some employees to enrage the users once they understand the dpa? and its seriousness to their jobs!, your choice but heres a clue as it were if your interested.

from the official HMG site
http://www.opsi.gov.uk/acts/acts1998/80029--l.htm#sch1
"S C H E D U L E S

SCHEDULE 1
THE DATA PROTECTION PRINCIPLES PART I THE PRINCIPLES 1. Personal data shall be processed fairly and lawfully and, in particular, shall not be processed unless-

(a) at least one of the conditions in Schedule 2 is met, and

(b) in the case of sensitive personal data, at least one of the conditions in Schedule 3 is also met.

2. Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes.
3. Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed.
4. Personal data shall be accurate and, where necessary, kept up to date.
5. Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
6. Personal data shall be processed in accordance with the rights of data subjects under this Act.
7. Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data.
8. Personal data shall not be transferred to a country or territory outside the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data"

avt · 13-10-2006, 21:57

hi everybody i had no problems with telewest untill ntl joined up with them now the service is absolutely rubbish i keep getting promise's and the lamest of excuse's,today the men who should be pulling a new cable to my house phoned to say one of them had a medical emergency so he could not do it on his own, does that mean i'm back on the bottom of the list,another 3 mounths to wait,will it be done by Christmas i would like to see Queens speech,do they do repairs in the rain or shall i have to wait till next summer 2007,what can you do, letters phone calls emails does not seem to work,WHATS HAPPENING TO THE COUNTRY IS IT GOING TO THE DOGS LIKE THIS CABLE COMPANY

vijay007here · 28-10-2006, 08:28

hi guys,

Hope somebody can help me. One year back i wanted to have nTL, but as I live in flat , they cud not connect the NTL and returned back.So, i called the NTL and they said its cancelled. But still i was charged with 35 pounds for nothing .
After 3 months i got letters saying I owe the money to them.Again i called NTL customer services to cancel it and the guy promised its all done for me and nothing for me .
Now after one year I got a letter from Debt recovery saying that I owe 200Â£ pounds to NTL. I AM UTTERLY SHOCKED , becozz i never had a single NTL service in my premises and I have to pay them .

PLz can somebody suggest me,its really bothering me and I am thinking to sue NTL for my sleeplessness and troubles.
Its really putting me in depression to tackle with NTL so many times.
advice me or suggest me the best way ,,

regards
vijay

ADMIN EDIT (Russ) - EMAIL ADDRESS REMOVED

**Russ B** · 28-10-2006, 08:47

Sorry to hear about your problems with ntl, if you PM me your full name, address and postcode I will pass this on to my contact within ntl.

vijay007here · 28-10-2006, 10:05

Quote:

Originally Posted by Russ D

Sorry to hear about your problems with ntl, if you PM me your full name, address and postcode I will pass this on to my contact within ntl.

hi admin,

I have just spoke to moorcroft debt recovery.
1) recorded the conversation , spoke to the person , they said they will contact ntl
2)contacted ntl, recorded the conversation , their name etc.They said the account is cleared and cancelled on 13th oct 2006.They said they will send a letter to moorcroft not to send letters.
3)again callled moorcroft , recroded the conversation.told them that ntl confirmed. they said i wont get any more letter
4)called ntl for written confirmation , they said , its not needed. recorded the conversation again , to make sure to avoid troubles in future.

BOTTOMLINE IS RECORD THESE PEOPLE AND IF POSSIBLE ASK FOR THEIR NAMES AND WRITTEN CONFIRMATION,,

ANYHOW WAT A HELL WITH NTL ,,,,i would never ever touch anything that starts with N,,,T...L.......(ntl stands for NEVER TOUCH them,,,LOOSER)

This forum was quite helpful in understanding NTL

Regards
Vijay

Mr Angry · 28-10-2006, 10:24

I hate to tell you this but your troubles are, most probably, far from over. NTL may have "defaulted" you and this will stay on (see: destroy) your credit file for the next six years.

vijay007here · 28-10-2006, 10:38

Quote:

Originally Posted by Mr Angry

I hate to tell you this but your troubles are, most probably, far from over. NTL may have "defaulted" you and this will stay on (see: destroy) your credit file for the next six years.

hi ,

wat do u mean by "defaulted"..i have no idea about it ?

Can you please tell me what i need take care of , to avoid bad credit rating?

regards
vijay

Mr Angry · 28-10-2006, 11:05

It's a common misconception that once somebody at NTL or Moorcroft says "Oh that's ok, sorry about that" people think the whole affair is over with when in actual fact it isn't.

NTL will most probably have recorded a default against your name and address with one of the main credit reference agencies for non payment before they refer the debt to Moorcroft for collection. This default will stay on, and destroy, your credit file for up to six years.

If you have a genuine case of error on the part of NTL then you should ask them to write to the credit reference agencies (because they all share information) and instruct them to remove the default. You must insist on removal because them simply stating that a default has been "satisfied" or "settled" means that it remains on file.

You should write to them (recorded delivery to the Company Secretary at his home address) giving them 28 days to comply with your request and then you should request a copy of your credit file (you can bill NTL for this should you wish to do so) to ensure that it has been removed in its entirety.

If it hasn't been then you are within your rights to seek restitution from NTL for a contravention of the Data Protection Act in that they have willfully processed erroneous information.

Good luck.