* On January 18th 2001 I had finally had enough of the
appalling customer service from NTL in Coventry and phoned them
to arrange disconnection (approx. 20 min on hold and loads
of questions).
* A phone call to NTL during early February to find out why &
when the disconnection team would arrive- the result of this was
a promise from NTL to phone Me with a date. This was followed
up by another call near the end of Feb with the same result a
promise to phone with a date. I cancelled the direct debit at
this point and endured another phone call ( always between 10
-20 mins on hold) to inform them of this fact in the hope that
this would give them the impetus to finally resolve this issue.
* March arrived again phoned NTL and they agreed that the disconnection
would definitely take place this month but I owed them some money
which I needed to pay them - This I did on debit card, I paid
the charges until the end of March. On 23rd March the Cable receiver
was turned off by NTL - At Last I thought they are coming at last
but "No" there was no phone call, we still had the equipment
installed.
* During April and May 2001 I made several fruitless phone calls
to NTL, I asked for a supervisor to phone me to discuss and I
did receive a phone call. However she promptly informed me that
she was transferring my call to the disconnection's team. After
a 25 min wait on hold I abandoned the call. Each time I have
called NTL have informed me that The Customer Service representative
had emailed the disconnection team and that they would phone me-
This never happened. I emailed the Head office Customer Services
department but received No Reply. I wrote to Head office and again
received no Reply. I called into the shop in Coventry where they
were clearly not interested in anyone who didn't want their cable
service.
* In July I made further phone calls and another visit to the shop
where this time I appeared to get through . I requested that the
phone service which was also from NTL be disconnected and explained
to them that we were still waiting on them to remove the cable equipment
and reset our television back to its original state. I also asked
for the Name of the Customer Services Manager .
On 6th July I
contacted Lynda Cullin the Customer Services Manager by email and
eventually received a reply on 24th July with an apology for the
delay in disconnecting the services and a written promise that the
cable equipment would be disconnected on 26th July ,the phone on
31st July and all charges would be backdated to 23rd March.
*
I feel that I have been extremely patient
with NTL and that the level of Customer Service is absolutely abysmal,
to add insult to injury they have constantly sent me bills every
month requesting payment for a service that I cannot use.
The Final straw came when I received a letter from a debt collection
company on behalf of NTL. Please can you Help me to resolve this
extremely stressful matter.
Read Mr Wilton's
latest email to NTL
Previous email
and the NTL nightmare continues...
Links to other NTL complaints:
Link1 ; Link2 ;
Link 3 ; Link
4 ; Link 5
; Link 6 ; Link
7
