How do i get a refund via the Direct debit guarantee

N00N00 · 27-11-2005, 01:33

NTL recently overcharged me for 2 motnhs worth of my broadband service (must be the 3rd or 4th overrhcarge I have had with NTL). Four seperate members of staff agreed I had been overcharged, but rather than giving me a refund they have merely promised I will be charged the correct price for the next 9 months.

Therefore i am locked into NTL for 2 extra months - and i don't get a refund either. How do I reclaim the money i am owed? I believe the bank has to pay me?

Also how come i don't get send bills in the post for my broadband service?

arcamalpha2004 · 27-11-2005, 09:26

Quote:

Originally Posted by N00N00

NTL recently overcharged me for 2 motnhs worth of my broadband service (must be the 3rd or 4th overrhcarge I have had with NTL). Four seperate members of staff agreed I had been overcharged, but rather than giving me a refund they have merely promised I will be charged the correct price for the next 9 months.

Therefore i am locked into NTL for 2 extra months - and i don't get a refund either. How do I reclaim the money i am owed? I believe the bank has to pay me?

Also how come i don't get send bills in the post for my broadband service?

"If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid."

The above is from the ombudsmans website.
If you notified your bank of the overpayment they should have refunded you, there was no need to contact NTL before you contacted your bank.
I do not see how you're locked into NTL for an extra 2 months, can you clarify your thinking on this?

Wicked_and_Crazy · 27-11-2005, 11:13

you go to your bank to get the refund. I had to do this earlier this year with O2

27-11-2005, 11:17

Agree 100% with arcamalpha2004, go to your bank, with your request to get refund on your direct debit, write a letter to that effect to take with you, as some banks like it in writing, your refunds will go back into your account overnight.
Regarding the lack of paper bills, did you request that or click on a link to request it?
If not, ring CS to change it, and clarify the whole situation on Monday.

N00N00 · 27-11-2005, 14:30

Quote:

Originally Posted by arcamalpha2004

"If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid."

The above is from the ombudsmans website.
If you notified your bank of the overpayment they should have refunded you, there was no need to contact NTL before you contacted your bank.
I do not see how you're locked into NTL for an extra 2 months, can you clarify your thinking on this?

Well they offered me 9 months at the correct price, so in there eyes my contract must have 9 more months to run instead of 7.

Legally I can of course cancel after 7 months, but of course they probably won't let me. It doesn't really matter anyway - I just want the money they owe me.

Many thanks to everyone for the advice.

arcamalpha2004 · 27-11-2005, 15:11

Quote:

Originally Posted by N00N00

Well they offered me 9 months at the correct price, so in there eyes my contract must have 9 more months to run instead of 7.

Legally I can of course cancel after 7 months, but of course they probably won't let me. It doesn't really matter anyway - I just want the money they owe me.

Many thanks to everyone for the advice.

The fact that NTL cocked up your DD has nothing to do with the length of your contract with them, you are obliged to fulfil 12 months from your sign up date, after 11 months you can give them 30 days notice.
You are entitled to your money back as has been mentioned earlier, the cock up by NTL should not have any bearing on how long left you have of your original 12 month minimum term.

gavnad · 27-11-2005, 19:02

you really should be insisting the overpayment is credited to your account and offsets future bills,you bank will refuse if you tell then ntl have accepted liability,ntl should be sorting in reality anyway not your bank,the indemnity when processed onto your account will only debit adjust your account and put you back to square 1

N00N00 · 01-12-2005, 03:05

Quote:

Originally Posted by atlantis

Agree 100% with arcamalpha2004, go to your bank, with your request to get refund on your direct debit, write a letter to that effect to take with you, as some banks like it in writing, your refunds will go back into your account overnight.
Regarding the lack of paper bills, did you request that or click on a link to request it?
If not, ring CS to change it, and clarify the whole situation on Monday.

I haven't ever agreed not to have paper bills. I called today - still no refund - they also said that all bills are sent out via email and they don't do paper ones for broadband whatsoever. I told them I don't use my ntl email becasue of all the spam, and then suddenlythey agreed to send paper bills.

Thanks for the advice - i don't like dealing with NTL so I'll just ask the bank for the money I think.

gavnad · 01-12-2005, 20:42

"ntl should be sorting in reality anyway not your bank,the indemnity when processed onto your account will only debit adjust your account and put you back to square 1"

be warned though i work in the dept that processes the refunds and unless the account is noted otherwise you end up in arrears

N00N00 · 01-12-2005, 23:33

Sorry I don't understand - what has to be "noted"?

arcamalpha2004 · 02-12-2005, 13:19

Quote:

Originally Posted by gavnad

"ntl should be sorting in reality anyway not your bank,the indemnity when processed onto your account will only debit adjust your account and put you back to square 1"

be warned though i work in the dept that processes the refunds and unless the account is noted otherwise you end up in arrears

Gavnad, the bank is directly liable, the bank should be his first port of call, have a look at the onbudsmans link I put up, it clearly says the bank should give an immediate refund.

jonbr · 02-12-2005, 14:53

Quote:

Originally Posted by N00N00

I haven't ever agreed not to have paper bills. I called today - still no refund - they also said that all bills are sent out via email and they don't do paper ones for broadband whatsoever.

That's a lie, I've never had a bill sent to me by email. As for paper ones, I've never had one of those either! Good old NTL

gavnad · 02-12-2005, 17:38

but if the bank know its ntl's fault which it appears to be here they could...and do if it suits them (and yes i know they shouldn't)....refer the dd holder back to ntl....as for what do i mean by noted as asked by noonoo...if there are no notes on your account to say there has been an issue the account will fall into arrears thus putting you back to square one....if there is a note or a credit already on the account to cover the error you'll be ok

arcamalpha2004 · 02-12-2005, 19:56

Quote:

Originally Posted by gavnad

but if the bank know its ntl's fault which it appears to be here they could...and do if it suits them (and yes i know they shouldn't)....refer the dd holder back to ntl....as for what do i mean by noted as asked by noonoo...if there are no notes on your account to say there has been an issue the account will fall into arrears thus putting you back to square one....if there is a note or a credit already on the account to cover the error you'll be ok

But the customer is entitled to a full and immediate refund from the bank because an error was made, it is then up to NTL to sort it out.

**Paul M** · 03-12-2005, 01:08

Pretty much as above - tell the bank that the payment is disputed and you want a refund, they have no choice but to do as requested. Once you have the refund, cancel the DD to stop ntl taking any more money. Then sort out the problem with ntl.