Debt Collection letter from NTL---HELP!

[Emperordalek]

My fiancee is using NTL Freedom (£15 per month option)

Today she came home to a letter from a debt collection agency claiming that she owed NTL £15 for non paymant.

They say this is because she didnt pay her bill in due in March. This came about as her credit/debit card had expired and she hadn't updated her details. They sent an email when they were unable to debit the money and she updated her details accordingly.

£30 was debited on or around 11 April to cover the arrears and the current month.

The debt collection agency say they recieved the debt on 15 May and have only just acted on it. they say that she must now prove to them it is paid.

Surely NTL are way out of line in the first place with regard to this?
Who does she have to contact to sort it out?
If the Debt agency want proof will they except printouts from a home printer as Freedom only sends her ebills.

Help please, shes very upset.

[Shaun]

Get a copy of her bank/credit card statement, this will prove that the payment was made. Then write to Ntl and give them a hard time over this. Yes they are out of line if the situation is as you described

[Marge]

Ring Freedom 0870 445 0445 and they will be able to sort this out, they will contact the debt collection people to confirm payment has been received. Unfortunately not the first time I've heard of this happening.

Freedom are open 9am - 5pm Monday to Friday

[Florence]

Is the freedom call center in India so this might not be as easy as most think. Would be interesting to hear how this ends when they call the CS.... I would still copy the details that prove they have paid.

[Marge]

Originally Posted by Kits

Is the freedom call center in India so this might not be as easy as most think. Would be interesting to hear how this ends when they call the CS.... I would still copy the details that prove they have paid.

Yes, it is in India and yes will be interesting to hear what happens, don't really think I should comment any further

[scrotnig]

Originally Posted by Emperordalek

My fiancee is using NTL Freedom (£15 per month option)

Today she came home to a letter from a debt collection agency claiming that she owed NTL £15 for non paymant.

They say this is because she didnt pay her bill in due in March. This came about as her credit/debit card had expired and she hadn't updated her details. They sent an email when they were unable to debit the money and she updated her details accordingly.

£30 was debited on or around 11 April to cover the arrears and the current month.

The debt collection agency say they recieved the debt on 15 May and have only just acted on it. they say that she must now prove to them it is paid.

Surely NTL are way out of line in the first place with regard to this?
Who does she have to contact to sort it out?
If the Debt agency want proof will they except printouts from a home printer as Freedom only sends her ebills.

Help please, shes very upset.

If you're still having trouble with this, PM me and I'll try to find what's going on and why.

[AdeRickus]

This again shows NTL's stupidity in their collections dept.

I managed to owe NTL £160 on direct debit,

I also got a snotty letter, and then had to phone then 7 times over a 2 month period to sort it, begging them to TAKE THE MONEY !!!!

Waste of time, waste of effort, waste of space,

I just wish some other broadband company covered my area

How does a company manage allowing such stupid people to collect the money for them

[gavnad]

https://ebill.ntlworld.com/CommonEBill/

send them a copy of your online bill from the link above I'm sure this should suffice

as for the 0780 045 0445 number this is customer services based at head office hook so you should have no problems in speaking with them there..ask for collections and ask them to remove your details from the wescot database

[Emperordalek]

Well my Fiancee rang NTL's CS and they confirmed that her account was clear. They also said that she should have had an email or a letter within 7 days of her not paying the stated month indicating that it should be paid or it would be sent to the Debt collection agency.

To which she replied well if you rely on your email service to send out info like that is there any wonder I didn't recieve it!

She also demanded a letter of apology which CS said they would send(we wait but we're not holdig our breathes!)

She was also told to ignore the Wescot letter.

Thanks to all that supplied answers.

[AdeRickus]

One word,

Muppets !

[zoombini]

Funnily enough, "March" seems to have been a realy bad month for billing problems at NTL, a lot of similar posts quote that month, mine included.

How does that Muppet tune go?

[Russ B]

Originally Posted by Emperordalek

She also demanded a letter of apology which CS said they would send(we wait but we're not holdig our breathes!)

Let us know if and when this letter arrives.

[zoombini]

Now thats something that would be a rare thing, a must to post it here lol

[orangebird]

Originally Posted by Russ D

Let us know if and when this letter arrives.

Why? What difference does the letter make? I'm sur the cs rep would've apologised anyway when the issue was dealt with on the phone...

[Escapee]

Originally Posted by orangebird

Why? What difference does the letter make? I'm sur the cs rep would've apologised anyway when the issue was dealt with on the phone...

I think it does actually make a big difference, I got my problem with debt and Wescot sorted by a very helpful ntl employee on another site fortunately.

I do however wonder if I may somewhere down the line find that Wescot has still entered me on a credit blacklist even though ntl admitted the fault was all theirs.

I guess a letter of apology from ntl is proof in the future that the matter has been resolved and the customer should not of been entered on a blacklist.
A company like ntl with such a level of incompetence should not be allowed to blacklist people without being 100% sure of their facts.