another disconnection not done - please help

trow · 12-05-2006, 15:11

another similar tale to some others here.

we moved last June , we wanted to transfer our cable bband service to our new address as we were still in our first 12 months and so carried on paying by direct debit. after 2 months (and many phone calls) we were told that we couldnt get the service here. so we asked for disconnection, and the normal hassle that involves. the adviser told us that as a gesture of good will we would receive credit for the 2 months which we had no service and that the contract would be null and void as it was their fault that they could not provide us with that service.

we thought that was the end of it until recently. when we visited our old neighbours , and there was a single letter from moorcroft debt collection demanding money (before a deadline which had already passed) for the outstanding balance. we phoned ntl to inquire the meaning , as

a) they already had our new address (due to the transfer request), and so we had not received any other notification.

b) as far as we were concerned , they still had two months credit in our name.

c) the outstanding amount was not the amount which we would have been billed should the 12 months be forced.

on discussion with several different people, it turned out that instead of cancelling the contract, they had instead, and without our knowledge or consent, changed it to a ntl freedom account, for an additional 12 months. we asked for a reason why this was done and we are still waiting for answers. also, there is no record in their system of the contract cancellation, only the cancellation of the service and the 2 months credit. and we (nearly a year down the line) no longer have records of any of this as we were assured that the matter was dealt with .we can only guess that they thought by changing the account type, it would override the initial contract without doing it officially.

meanwhile we are being threatened with legal action (all be it at our old address) and i've wasted another day phoning people who have no power to do anything about it.

plus - even if we did give in and pay, who is to say that they wont try this again when the 'illegal' freedom 12 months ends?

please - somebody help!!!!!!

Florence · 12-05-2006, 21:34

to the forum I am sure if you PM one of the Moderators they can help you sort this out. They have contacts within NTL who deal with problems similar to this.

danielf · 12-05-2006, 22:31

^^^ Wot she said: Can we have a mod in here please?

**Rob** · 12-05-2006, 23:29

trow to Cable Forum

The team does have contacts at a senior level with ntl and we can ask them to check things out. We can't make any guarantees though.

If you want us to help, please PM me some information - account name, account numbe, account address , contact phone (daytime) and email. We'll ask then to look into things and see what is what.

trow · 13-05-2006, 12:16

thanks guys,

i hope this can get sorted

if they had insisted , on cancellation, that we paid for the full 12 months it would have been cleared at the time. its just so frustrating and stressful - seems we were palmed off at the time - and now because they have changed their policy of cancelling contracts if they cannot provide the service - the system has highlighted the problem. and there is also the issue of all the billing and legal action being sent to the old address - when they already have our new one! this could have probably been sorted ages ago.

Florence · 13-05-2006, 14:23

Hi Trow

It has hapened to many and you have come to the righ place to have help I am sure these guys will have you sorted in no time.

trow · 16-05-2006, 14:58

after going through this forum - i am truly amazed at the number of similar - moving/contract related problems there are....... and ntl still continue to plod along giving the same service.

are any of the other providers this bad?

trow · 19-05-2006, 08:50

well it looks as though this has been sorted. just waiting for confirmation now.

this forum is a godsend - thanks a lot everybody.

Florence · 19-05-2006, 09:13

Glad to hear you are no sorted good luck where ever you move to.

trickyn73 · 19-05-2006, 13:43

I cannot believe the number of people who have moving and disconnection issues with NTL.
They are without doubt the worst company i have ever dealt with.
Here's my story.
Since signing up almost 2 years ago had various problems with them, eg. turning up to connect the system on the wrong day, even though i'd rearranged it, and other little issues.
Moved at end February 2006 and wanted to end services, as i had no 12 month contract.
Sent a recorded delivery letter giving 30 days notice on 7th Feb this year to terminate services by 10/th March.
Rang them later in Feb to confirm the request had been approved and got the old 'never received the letter rubbish' so i gave them, the delivery number and told them to disconnect by 10th March as requested. They told me you cancel over the phone yet their t&c' s clearly outline in writng only and 30 days notice which i explained.
Collection of set top box was arranged for 24th Feb, so i waited all day with no joy and rang them. Well they told me 'today was you're preferred colection day only'. What does that mean? and is there any having that point if they dont turn up anyway? I was clearly told that the box would be collected on that day on my last call. So blatantly lied to again.
After moving with my set top box in hand i received bills with threats of disconnection. 'Get on with it then'
Phoned again in March and early April to be told that i would be disconnected around the 14th April. Where they got that date from i'll never know.
I made it quite clear i would not pay anything beyond the 10 th March.
As it was the evening, the member of customer services(ironic name) promised to contact 'movers and transfers' the following day and phone me between 4 and 5 pm when they were back on duty. Sure enough 5pm came and went with no call so i rang again. This time a more helpful gentleman tried to help me out and promised to ring back the next day which credit to him, he did.
He told me 'movers and transfers' had no info. on my account requests prior to 20th Feb. so could not backdate my closure before the 20th March. I made it clear that the account was cancelled on 10th March, so he agreed to downgrade my package and backdate it so that account could conceivably end up in credit and hence matter closed.
To my surprise(note the sarcasm) i received a bill this month with credits in place, but even so a bill for somewhere around Ã‚Â£33. Cant be exact as i dont have the bill to hand right now.
Basically i've got nowhere due to NTL's complete incompetence and communication 'issues'. I know what is coming, so i await the debt collection agency letter now, which i was assured would not happen. Not convinced by that either.
I will not pay 1 penny to NTL as i am completely innocent here and have stuck religiously their own terms and conditions, whilst they have shown at best total incompetence and at worst misconduct and harassment.
I will go to court, and take legal action against them if necessary.
Companies should not be allowed to try and intimidate people like this and they'll get nowhere with me.
Anyone who reads this be warned, and NEVER have NTL products as you'll regret it.

P.s im not a habitual moaner and have posted on other net forums where service has been good and companies service upto scratch. This company are the 'pits' though.