Over recent weeks NTL have been plumbing new depths of customer (lack of) service and, with no end in sight, I thought it was worth retelling the tale here – to warn the unwary!
NTL supplied both TV and Phone service to my dad’s house and after he died I wrote to them explaining the situation, requesting a bill and asking what we needed to do in order to maintain the supply over the next few months – this was back in the middle of August. I’d tried the Customer (lack of) Service phone number first, but they advised I’d need to put everything in writing.
Early in September a final Reminder Notice dropped through our door (our door note, not my dad’s!) for an overdue balance of £82.23. Now at this point I’d not even received a reply to my letter, never mind a bill, but they’d clearly received and digested it’s contents since the reminder was sent to me (in Scotland) rather than to my dad (at his house).
Slightly cheesed off I sent another letter, along with payment of the ‘overdue balance’ and a copy of the original letter, again explaining the situation and requesting information on how we might maintain supply.
The cheque was cashed on 22nd September but the next communcation, received around the end of September, was another bill – this time for £166.46 – again sent to me in Scotland. Now this bill was a remarkable work of fiction, purporting to be for the period 22 September to 21 October, but including calls from July and August which had clearly been the cause of the ‘overdue balance’ that was already paid – they were basically billing us twice for these calls.
Now completely cheesed off a third letter was sent at the end of September, requesting the termination of the account and final bill (I stopped short of telling them where they could put their set top boxes). Shortly after that I received a generic letter, admitting there were problems with the previous bill that will be corrected, but still nothing actually addressed to me that wasn’t a bill or a final reminder.
It’s been a fortnight since the last letter so tomorrow we brave the Customer (lack of) Service phone number again – and this time it won’t be pretty…