NTL won't cancel my account

DesG · 07-06-2006, 12:38

Hi,

I hope someone here can help.

I was overcharged by Ã‚Â£645.73 by NTL, and have spent the last year trying to get it refunded.

Every time I phone NTL, they agree that I have been overcharged, and they promise to sort it out, but nothing ever happens. The last 5 or 6 times I rang, I said I wanted to cancel, and got put through to retentions who promised to sort it out, but even they havn't managed to resolve it.

I sent 2 recorded delivery letters, and havn't had a reply to either.

I hope someone can help, as it is now well beyond a joke!

Cheers, Des.

Jules · 07-06-2006, 12:46

Hi Des the admin on this forum have a very good success rate for sorting out problems with NTL so hang on in there and I am sure one of them will be along shortly to help you

Mr Angry · 07-06-2006, 18:03

Can you elaborate a bit more please?

Toto · 07-06-2006, 18:05

Quote:

Originally Posted by Mr Angry

Can you elaborate a bit more please?

You will be Private Messaged by one of the site admins and asked for your account details, and an explanation of your problem. They will then use their contacts within ntl to try and get the matter resolved for you.

DesG · 07-06-2006, 18:29

I assume you wanted me to elaborate Mr. Angry?

On which bit? Why they owe me money?

Cheers, Des.

Mr Angry · 07-06-2006, 20:03

Yes Des, if you don't mind.

As Toto says, you'll most likely get a pm asking for specific personal details from one of the moderators but I'd really appreciate whatever background you're willing to divulge.

DesG · 07-06-2006, 20:29

Quote:

Originally Posted by Mr Angry

Yes Des, if you don't mind.

As Toto says, you'll most likely get a pm asking for specific personal details from one of the moderators but I'd really appreciate whatever background you're willing to divulge.

No problem.

I cancelled my broadband, phoneline, and tv with NTL in June 04.

Retentions managed to persuade me to keep the tv and phone with a Ã‚Â£10pm discount for a year. This discount was never applied. That accounts for Ã‚Â£120 of the outstanding amont.

Sometime in September 04 they started charging me for broadband again at Ã‚Â£37.99pm, They kept charging it despite repeated phone calls and recorded delivery letters. I finally managed to get them to stop charging for it in sept or oct 05. Total charged Ã‚Â£525.73

That makes the total due Ã‚Â£645.73

I was out of my initial 12 months contract when I cancelled in Jun04.

I suppose it is some small relief that someone managed to stop it being charged.

Cheers, Des.

Mr Angry · 07-06-2006, 21:08

How did you manage to get them to stop charging for BB in Sep/Oct 05. Was it on the premise of a previous undertaking on their part?

DesG · 07-06-2006, 21:14

Quote:

Originally Posted by Mr Angry

How did you manage to get them to stop charging for BB in Sep/Oct 05. Was it on the premise of a previous undertaking on their part?

It was one of the retentions team that got it stopped, one of the times I rang up to cancel my phoneline and tv package.

He said he would get the refund done too

Cheers, Des.

Mr Angry · 07-06-2006, 21:19

It's a burden of proof issue.

You'd need to be able to prove the initial offer / agreement.

Let's see what happens when one of the mods picks up on this and has someone over there look into the issue / account history.

DesG · 08-06-2006, 13:09

Quote:

Originally Posted by Mr Angry

Let's see what happens when one of the mods picks up on this and has someone over there look into the issue / account history.

It will be interesting if it gets looked at, I'll report back if anyone makes contact.

Cheers, Des.

Jules · 08-06-2006, 15:03

Thought I would bump this for you, I am very suprise none of the admin have picked this up yet.

Come on lads show Des what you can do

Vlad_Dracul · 08-06-2006, 16:51

Quote:

Originally Posted by DesG

Hi,

I hope someone here can help.

I was overcharged by Ã‚Â£645.73 by NTL, and have spent the last year trying to get it refunded.

Every time I phone NTL, they agree that I have been overcharged, and they promise to sort it out, but nothing ever happens. The last 5 or 6 times I rang, I said I wanted to cancel, and got put through to retentions who promised to sort it out, but even they havn't managed to resolve it.

I sent 2 recorded delivery letters, and havn't had a reply to either.

I hope someone can help, as it is now well beyond a joke!

Cheers, Des.

Yes, i can help, simply do a web search for the court services money claim on line and submit a summons via the small claims court. This will get their attention. Its a waste of time trying to communicate with NTL. They arent very good at it AND they wont let anyone cancel.

orangebird · 08-06-2006, 16:53

Quote:

Originally Posted by dooper786

Yes, i can help, simply do a web search for the court services money claim on line and submit a summons via the small claims court. This will get their attention. Its a waste of time trying to communicate with NTL. They arent very good at it AND they wont let anyone cancel.

It's not a waste of time contacting them via this forum though. On the contrary, it's usually very successful.

08-06-2006, 17:09

Quote:

Originally Posted by dooper786

They arent very good at it AND they wont let anyone cancel.

So how did i cancel my phone and tv, Which i must say was quick and easy to do and

they even sent a check for the over payment i had made. ?.