Since upgrade to 2MB Higher Bill?

[bton21]

Hi there,

I'm having a bit of a problem with my bill, i've tried contacting CS but they are just telling me that the computer tells the bill and that is that?

I recieved my March 2005 bill and it states:

Previous Balance: £48.58 " I had some arrears due to returned direct debit"
Payments Recieved: £48.58CR

Balance Bought Forward: £0.00

Current Month Charges: £66.94?

BreakDown:

08Mar-26Mar Broadband Internet 2MB : £16.99
27Mar-26Apr Cable Modem Service : £0.00
27Mar-26Apr Cable Modem - Silver : £24.99
27Mar-26Apr Broadband Internet 2MB : £24.99

Total Service Charges : £66.94

I'm really hitting a brick wall with CS and they wont explain to me how this balance has suddenly appeared when I have made all my payments?

Any advice would be much appreciated.
__________________

Just to add, I was on the silver 750k service and recieved the 2MB Free upgrade in March.

[Marge]

I can see the problem straight away

The code for the Silver doesn't seem to have been removed so you have been billed for 2 lots, silver and the 2mb. When the change is done then the old code should be taken off and the new one added and that doesn't seem to have been done.

Call back and ask for the billing codes to be checked

[Rob M]

Originally Posted by bton21

27Mar-26Apr Cable Modem - Silver : £24.99
27Mar-26Apr Broadband Internet 2MB : £24.99

Looks like they charged for the old 750k service and the new 2Mb service in the same month.

Could be wrong though.....

<Edit> D'oh!!! Beaten to it, nice one Marge </Edit>

[bton21]

Thanks guys will do but where has this bit come from also?

08Mar-26Mar Broadband Internet 2MB : £16.99?

Many thanks in advance to all your imput.

[Marge]

Originally Posted by bton21

Thanks guys will do but where has this bit come from also?

08Mar-26Mar Broadband Internet 2MB : £16.99?

Many thanks in advance to all your imput.

here goes explaining pro rata billing

On your previous bill you will have been charged from the 27th Feb - 26th Mar for the 750k silver service.

Because you added a new package on the 8th Mar (2mg) you have been charged a proportion for the billing period (£16.99)

However, you should have received a credit for the 750k from 8th Mar - 26th Mar of £16.99. Because it's the same charge one should cancel the other out.

So you are owed a credit back from the 8th Mar - 26th Mar for £16.99 and 27th Mar - 26th April for £24.99

So even though you changed speed, nothing should have changed pricewise

This should have been your charges
08Mar-26Mar Broadband Internet 2MB : £16.99
08Mar-26Mar Broadband Internet 750k: £16.99 CR
27Mar-26Apr Broadband Internet 2MB : £24.99

Hope that all makes sense

[hairy_mick]

New billing system same old **ite.

[scrotnig]

Originally Posted by hairy_mick

New billing system same old **ite.

It's nothing to dio with billing systems. Someone's made a mistake. It's a human error.

[bton21]

Thanks guys spoke to debbie @ CS today, all is now resolved she advised me that she credited back the £16.96 and £24.99 and has rectified the billing code.

Hopefully thats the end of my little saga.

Many thanks to all who assisted.

Ricki.

[Chrysalis]

I have similiar problem (double billing) but no reply from scrotnig

http://www.cableforum.co.uk/board/sh...ad.php?t=25057

[scrotnig]

Originally Posted by Chrysalis

I have similiar problem (double billing) but no reply from scrotnig

http://www.cableforum.co.uk/board/sh...ad.php?t=25057

I'm not sure why you're specifically waiting for my help as I hadn't even seen that thread previously. However, if you're in Leicester, I'm not the best person to speak to, as I don't normally deal with that region, I don't even know what billing system it uses and I doubt I'd have full, if any, access to it.

It looks as though you're caught up in this switch in that area from arrears to advance billing....although I'm aware it's happening, I have no training or knowledge of what the correct process is, so it'd be utterly wrong for me to attempt to get involved.

[Chrysalis]

ok thanks.

Actually contrary to my last post in that thread this months bill is actually ok, I read it wrong, its just I lost out on 50% of 37.99 because of the double billing in march.

[bton21]

Thought all was sorted but they have just emailed me saying that £66.94 will be debited from my account 15.04.05 and have no record of my conversation with Debbie resolving the issue?

What is wrong with this company?? and what can I do?

[Chrysalis]

Well you could do one of the following.

1 - If you pay by direct debit cancel it and manually pay what should be the proper amount, they will probably try and get the rest of you then that will be the time to explain why its not paid.
2 - Ring cancellations department, some people have had luck resolving their issue with them.

[bton21]

Chrysalis,

Thanks for your prompt response, I had already cancelled the direct debit, but NTL then sent me a letter saying they had re-set it up!!!

What worries me is that I have paid by debit card before and from reading the forums I have seen that they will just debit the card again.

It really is a bit of a joke, and I think the minute a viable alternative pops up in my area I will have to change over, this stuff on a Sunday just gets you down.

[Chrysalis]

When I cancelled my direct debit last month, my account got credited on direct debit day then got debited back to full amount when the direct debit declined by bank, then a week or so later ntl sent me letter asking for due balance. The bill in debate was £90+ which would have gone out via direct debit, then when the letter came it was asking for £68 50% of my money refunded, I paid the bill and told them to reactivate the direct debit for following month.