billing for a service I don't have

just baffled · 09-05-2005, 11:17

Hi, new to the forum, and wondered if anyone else has had this one. I had broadband fitted around 15 months ago, all ticketyboo, no problems and paying by D/D from my account. After the first month I received a bill for analogue tv services and a set top box etc etc.....Not having these items I phoned customer services, they apologised and said it would be sorted, but it wasn't, the phone calls went on for 3 months until I finally lost my temper and spat my dummy out. I asked for their customer complaints dept, and wrote them a letter, they replied telling me it was all sorted out, well lo and behold , the bills kept coming, so stupidly I just thought I couldn't be bothered to keep banging my head against a very solid wall of ineptitude. My wife then nagged me to ring them again, this time they credited my account with Ã‚Â£30 pounds and my bill reads that first they bill me and then they credit me, but the credit is Ã‚Â£2.00 less than my bill, leaving the Ã‚Â£30 decreasing by Ã‚Â£2.00 a month. Now perhaps you'd think , well just leave it, life is too precious to waste on all this, but then you'd be wrong, because I approached my business manager at my bank with some ideas , and they luckily for me ran a check on me only to find that a communications supplier had me listed as a habitual late payer , and now a 25 year unblemished credit record is tarnished by their gross incompetence....... So more letters and I now have my solicitor involved because obviously my letters don't carry enough weight. I would like to know If I'm the only one with this problem and if not how have others solved it, Many thank's, Just baffled.

portsmouthali · 09-05-2005, 11:37

Hi, I'm new as well, and was trawling through the forum posts as I have exactly the same problem! It all started when we moved house 2 years ago, we suddenly started getting bills for "Non-dd analogue set-top box" or some such nonsense. We've never used NTL for TV, we've only ever had broadband and we've always paid by DD. As you did, we called and they kept saying to ignore it, but the bills kept coming. We kept ringing, and kept getting told it would be sorted. We never got any reminders, or threats of disconnection or debt recovery, so eventually we decided to ignore the bills. BIG MISTAKE!

We are currently applying for a mortgage, and have been told we have adverse credit

Why? Because of NTL's screw-up! My partner has been on the phone to them, he asked to speak to a manager and was told that was "not possible" (why?) She did say that she had removed the outstanding balance from our account and that it would be corrected with the credit reference agency.

We have explained the situation to our mortgage company, and they said we need to get a letter from NTL explaining it was their mistake etc. When my partner asked for this, the lady told him we would have to put it in writing to the first. So we have to send a letter to them asking them to send us a letter. We've put together a letter today, will let you know how we get on!

Simon M · 09-05-2005, 11:48

Can you both PM me with your Home Telephone Number, and your account name. I will forward these direct to ntl and see if I can get some help for you.

just baffled · 09-05-2005, 11:48

I'd like to say Its nice to know I'm not the only one, but it doesn't make me feel good at all. I have written to them again like yourselves but I won't be holding my breath.

portsmouthali · 09-05-2005, 12:50

Thanks Nemesis, very kind of you to help. Fingers crossed!

Simon M · 09-05-2005, 13:20

These problems have now been forwarded to ntl. I will update when I get some response.

just baffled · 09-05-2005, 14:29

Thanks Nemesis, your a star

AdamD · 09-05-2005, 14:55

I'm also having the same problem
I cancelled my broadband last year (november/december), yet I STILL get a bill every month for Ã‚Â£2 for a non direct debit charge or something.
Everytime I call or write, they say they've resolved the issue and I won't get anymore bills, but yet I do

I have no idea wether my credit history has been affected....sure hope not

Bifta · 09-05-2005, 15:34

I had a similar problem with NTL, I cancelled my broadband service with them and after they cut me off they continually billed me month after month for it with constant promises every time I phoned them that they'd get it sorted. Not only was I listed as a late payer they also took it upon themselves to send me a default notice which I had to resolve through equifax after being declined a mortgage through HSBC. I think it took them around 7/8 months to finally get it sorted, nice to see that they are still completely incompetent

just baffled · 09-05-2005, 20:27

Well , this afternoon My wife received a phone call from Sean , head of customer complaints , and he was very helpful, apparently they are sending me confirmation of the fact that I will no longer receive the bills and also , more importantly that my credit rating will be cleared , If he is as good as his word then I have to say a big thankyou to Nemesis for forwarding my problem to Ntl, I don't know what power you have there but you are without a doubt their Nemesis...

P.S. So as not to appear totally one sided , I have been very happy with my Broadband connection so it isn't all bad.

just baffled · 12-05-2005, 20:42

MMM...maybe I shouldn't have spoken too soon, despite sean's promise of a quick resolution to all this and a letter stating that it is all down to ntl , I still haven't received anything. Time is running out for me and my patience is wearing thin, but there is always the national press to fall back on.

allieyoung666 · 12-05-2005, 20:58

What dont you give them a nice polite call and find out what is going on, I am sure they will be glad to help you.

just baffled · 13-05-2005, 14:37

Allie, now now, sarcasm will get you nowhere, despite my best efforts using the telephone with ntl is as much use as voting for the lib dems, I may as well stand at the end of my road on a soapbox to get a satisfactory outcome to all of this

portsmouthali · 13-05-2005, 15:36

We've heard nothing either. Phoning them is like banging your head against a brick wall, isn't it? We will take it further if they don't sort it though!

Simon M · 13-05-2005, 15:37

Quote:

Originally Posted by portsmouthali

We've heard nothing either. Phoning them is like banging your head against a brick wall, isn't it? We will take it further if they don't sort it though!

We are still following this up with ntl.