I got connected up with TV/Phone/Internet access at the end of
August.
As I was going on Holiday to America from 06/09 to 24/09 and
had no time to contact relatives with my new NTL phone number
I decided not to plug the phone in and sort things out when I
got back.
On returning from our traumatic American holiday my husband and
I found a telephone bill containing £48.12 worth of calls
from 4/9 to 7/9 full of unrecognised numbers.
After 40 minutes of waiting in a call centre queue (0800 052
2000) I got through to Donna who asked me to hold for a further
20 minutes while she put me through to Sam who gave me another
number to call (0800 052 0456), I then spent a further 40 minutes
in another queue and talked to Simon Powell who told me I was
still busy making phone calls!? and that I could not cancel or
put the contract on hold. I then asked for a technician to come
and check the connection, which was booked for the following morning.
This was done and I was told I would be hearing from a fraud team.
I then went into the NTL store in Northampton on 27/09 who could
not give me any information, as there were no notes on the screen
and asked if there was anything I could do as I was worried and
they put the phone line on hold.
A few days later I waited for another 50 minutes (0800 058 2000)
to get through to the customer service centre who advised me that
there was still no extra information available.
After not hearing from anyone on 12/10 I sent a letter to the
NTL Group Limited in Camberley and Wokingham explaining what has
happened and submited my holiday itinery.
On 22/10 I got another phone bill £302.41 for calls dating
from 8/9 to 4/10!? I have still not plugged the phone in and ALL
of the calls (most to Kenya) are unrecognised numbers.
I then spent 50 minutes from 5:45 to 6:35 in a queue with no
answer and unfortunately a call of nature got the better of me.
So I spent another 60 minutes in a queue only to be told that
my account had been passed over to a Risk team and call from 8am
in the morning (0800 052 0453).
23/10 I called at 8, 8:03, 8:05, 8:07, 8:10, 8:13, 8:15 with
an answer phone telling me the call centre was closed and open
from 8am so I tried the main Customer Service line (0800 052 2000)
at 8:20 and was told the Risk Team work from 8:30! I called at
8:30 and asked Colin to look at my account he then asked if I
would like to pay my bill???? I then asked him to read my account
details again and tell me any more information;you guessed it
there was none!
Please Help! I can't take much more!!! There
is more!
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Links to other NTL complaints
