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helen1982 · 15-06-2006, 11:20

Just a quick question-hope you might be able to help, I had a NTL student package at university for internet and tv that I cancelled in May 05-just before i graduated. I had to ring them up twice to make sure they had cancelled because i kept receiving bills, on the second call they assured me that it had all been cancelled and NTL came and picked up the tv and internet box.

Anyway in march I find out that they have still be charging me over the last 10 months for internet and now owe me Â£250-I called them in march and I am still trying now to get the money back, I have been on the phone to them about 7 times-they have promised to call me back but never do, I have spoken to several line managers that have all offered different things but never deliver so at the moment it seems like ringing up and asking for my money back isnâ€™t working!!

I have written emails as well to the complaints department but they have just replied saying they can't see a record of my complaint so I need to ring customer services for the 8th time!!! I have now got the number for Head office to call to see if they can do anything but not sure who to ask for can anyone advise? I dont have an account number anymore because obviously i have cancelled it but everytime i ring up i give them the postcode of my old university house and they tell me that they do owe me Â£250, but that a line manager has to authorise it to be sent to me and then they assure me that this will be done or they arrange for the manager to call me back but obiovusly i never hear anything back and i end up calling them again and spending more money on the phone.

15-06-2006, 11:20	#59
helen1982 cf.member Join Date: Jun 2006 Posts: 0	Re: ntl complaints procedures. Just a quick question-hope you might be able to help, I had a NTL student package at university for internet and tv that I cancelled in May 05-just before i graduated. I had to ring them up twice to make sure they had cancelled because i kept receiving bills, on the second call they assured me that it had all been cancelled and NTL came and picked up the tv and internet box. Anyway in march I find out that they have still be charging me over the last 10 months for internet and now owe me Â£250-I called them in march and I am still trying now to get the money back, I have been on the phone to them about 7 times-they have promised to call me back but never do, I have spoken to several line managers that have all offered different things but never deliver so at the moment it seems like ringing up and asking for my money back isnâ€™t working!! I have written emails as well to the complaints department but they have just replied saying they can't see a record of my complaint so I need to ring customer services for the 8th time!!! I have now got the number for Head office to call to see if they can do anything but not sure who to ask for can anyone advise? I dont have an account number anymore because obviously i have cancelled it but everytime i ring up i give them the postcode of my old university house and they tell me that they do owe me Â£250, but that a line manager has to authorise it to be sent to me and then they assure me that this will be done or they arrange for the manager to call me back but obiovusly i never hear anything back and i end up calling them again and spending more money on the phone.