Quote:
Originally Posted by BenMcr
It wasn't though.
Ntl Customer Relations agents had a habit of adding discounts onto an account that weren't valid
I.E Giving a broadband discount to someone who didn't have broadband, a TV discount to someone who didn't have TV etc.
The older billing systems would allow this (god knows why though)
It is this that they are currently picking up on
Now that all TV and phone (and 90% BB billing) is on a single system these errors can be identified and removed.
Anyone who was on an official ex-ntl value pack, remains on that. In fact, sometimes they actually increase the discount to match the current Virgin Bundle
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As a customer, I was offered a "bundle" by an NTL customer relations/ retention representative, at a market-matching rate. I accepted this in good faith and I do not accept that this was any sort of "error" or "mistake." It was NTL's business process and they retained customers as a result.
VM are now trawling through these deals, reneging on them and then sending out dishonest letters, claiming that the deals were a billing mistake. Dishonest is the only word to describe the process and I would be ashamed to put my name to the letters carrying Trevor Elliott's name. The letters are undated, carry no return address and do not give details of the proposed revised charges. Does that sound like an honest, reputable way to conduct business?
An honest company would have been transparent and honest about what they were doing, and why they were doing it. The net result will be, in a few weeks time, that I will make alternative arrangements.
After all my so-called XL BB has been so slow over the past five months, even a dial-up modem was quicker in December. How much money would VM make if they only billed us for the speed we actually received from them? Not a lot.