| Complainant: |
Ms S Kermode |
| Town/City
of Residence: |
Coventry |
On 21/11/01 an NTL salesperson by the name of Mr Ryan (employee
number XXX supplied) visited
my home to discuss the benefits of an NTL package. Mr Ryan explained
the features of NTL including the fact that NTL was in fact more
economical than my existing telecommunications package as once
a line was installed, all internet usage was at no charge. Further
to this, he informed me that because I was living in the house
for less than 12 months, as soon as I moved out my contract would
be void. I was satisfied with his justifications and subscribed
to NTL.
I was not connected to NTL until 30/01/02, at this point I ordered
a cd to install NTL Internet and was informed of the 1-month waiting
list. I had to keep my BT/Freeserve subscription in place at this
time, as I require constant access. Over two months later I enquired
about my cd and was informed that it had been despatched. After
a further two phone calls and four months of paying my BT subscription
as well as my NTL package, my cd arrived this morning. Upon instillation
of the cd I became aware, for the first time that the Internet
was chargeable. A conversation with NTL customer service representative
revealed that in December last year NTL Internet became chargeable.
This occurred after I had signed a contract based on the information
of their sales representative but before instillation took place.
At no point was I contacted to inform me of this change, as had
I been I would have cancelled the instillation because these charges
make NTL more expensive than the system that I had originally
operated.
After having waited four months for an internet connection cd,
whilst paying both BT and Freeserve subscriptions I am disgusted
to find changes have been made to my package without being informed.
This situation has cost me over £100 in extra charges
and has proved most inconvenient.
Further to these problems, I have now found that when I move out
next month, I will have to continue to pay my subscription charges,
despite being told that my contract would be void as soon as I
moved out.
I am clearly a victim of a corrupt salesman, but NTL accept no
liability for these 'cowboys' which they are employing and I am
seriously out of pocket as a result of it.
I have contacted NTL several times by telephone complaining about
this situation, they tell me to write to the complaints department
who in turn do not reply to my letters.
Links to other NTL complaints
We all know of NTL's reputation on Customer Service, delays etc,
but this is a totally new ball game. This belongs in the public
domain!
A right of reply email has been sent to Customer Care Manager- Cliff
Grundy and Pete Savage both of NTL.
=================================
NTL have the worse customer service
operatives. They say yes to every question just
to get you off the phone, all the yes that you were promised never
happen suprise suprise. I was charged double for my installation,
what happened - computer fault off course. Channels stop working
- computer fault.
I now cancelled by TV, question will my TV package channels work
during my one month notice period answer yes. Reality three quarters
of my package channels stop working the very next day, that is 2
days in to cancellation notice period. Suprise suprise.
Unfriendly staff, poor service, unhelpful, not knowledged, etc etc
etc. Try out sourcing Customer Service to India - you might 100%
improvement, or at least knowledged, friendly, educated, and willing
to help staff....NTL you have a lot to learn. Manoj Khatri
.. 2 January 2004
-------------------------------------------------
Why is it easier to upgrade than
down grade? I wish to down grade to family pack
only. Paul...7 April 2003
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Disgraceful! Antony Edwards ... 20
July 2003
--------------------------------------------------
I am planning to get NTL:home 600k broadband
internet ..... I have read many pleasing articles
and happy customers. Should I succeed and get it? I find it appalling
what you have been through. Thanks.
Brian Davies ... 18 September 2003
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This evening - October 15th 2003, I inquired
about moving an NTL junction box in my lounge, as we are having
some building works done.
I was originally advised that this would cost 50. When
I subsequently asked for an appointment for your engineers to carry
out this work, after waiting on line for a few minutes, I was told
that this service was no longer available.
Further conversation with the manager - KM - informed me that I
was misinformed by his colleague.- the service was still available,
but now the cost would be 100. 50 call out, 50 to carry out the
job.
I then asked the cost of installation, and was told it
was 50 plus 20 - a total of 70. I suggested that it was unreasonable
to charge more to provide a service for an existing customer. After
all, if I cancelled my current NTL subscription, I could then have
a new one installed in the correct location for less money.
I was told, however, that there was no guarantee that the 2 jobs
would be co-ordinated to coincide. I asked to speak to the installations
manager, but was told that this was not possible.
As an existing customer I feel that it is unfair to charge such
amounts for a very simple task. My electrician advises me that this
is an extremely basic job - He is unable to tackle it because he
cannot take the risk of NTL suggesting any damage to the equipment.
I have been a NTL customer for many years and have never been satisified
with their service and unfulfiled promises. This case is typical.
Liz Papier ... 15 October 2003
-------------------------------------------
On the evening of - October 15th 2003, I
inquired about moving an NTL junction box in my lounge, as we are
having some building works done.
I was originally advised that this would cost 50. When I subsequently
asked for an appointment for your engineers to carry out this work,
after waiting on line for a few minutes, I was told that this service
was no longer available.
Further conversation with the manager - Kevin McTeer - informed
me that I was misinformed by his colleague.- the service was still
available, but now the cost would be 100. 50 call out, 50 to carry
out the job.I then asked the cost of installation, and was told
it was 50 plus 20 - a total of 70.
I suggested that it was unreasonable to charge more to provide a
service for an existing customer. After all, if I cancelled my current
NTL subscription, I could then have a new one installed in the correct
location for less money.
I was told, however, that there was no guarantee that the 2 jobs
would be co-ordinated to coincide. I asked to speak to the installations
manager, but was told that this was not possible.
As an existing customer I feel that it is unfair to charge such
amounts for a very simple task. My electrician advises me that this
is an extremely basic job - He is unable to tackle it because he
cannot take the risk of NTL suggesting any damage to the equipment.
I have been a NTL customer for many years and have never been satisified
with their service and unfulfiled promises. This case is typical.
Liz Papier, Edgware...15 October 2003
--------------------------------------------
In feb 1999 I had just moved into 20 Trefoil house (previous address)
and NTL was then offering a Combined TV and Phone deal. NTL installed
the TV and then a day later told me the phones could not get into
my area. WITHOUT NTL the deal, I was better off sticking with my
current suppliers by using separate TV and Phone provider(s).
So I requested NTL to removed TV the FOLLOWING DAY after installation
which they did remove. However I got a bill of 2.00 for a service
I did not use. I was charged for something I did not use How can
I pay for something I did not use?
I wrote to them explaining/complaining about the situation and was
told it was written off. So I assumed everything was sorted out.
However for the 1st time on my credit file I have seen that NTL
STILL actually CLAIMS I have defaulted in paying and still owe them
2!!!. Why NTL still has this record TO DATE stating I STILL owe
them 2.00 and that I defaulted to paying the 2.00 I cannot understand.
NTL has dettered my Credit File, by saying I defaulted in paying
for something I did not use. I want NTL to take that FALSE data
off my credit file and a formal letter stating that they have done
so. I am really furious that 4 years down the line they still say
I owe what I do not owe.
AMEZE ODARO ... 23 October 2003
-------------------------------------------------
We had a flyer through the door from NTL say
that if we subscribed to NTL's cable service we would have high
speed access to the web,
cheap phone calls and loads of extra TV channals, all in time for
Christmas. I rang the to find out when I could have this super package!
The following conversation took place " Hello, I'm intrested
in the package you have on offer, can you give me more details","Yes
Sir, What's your postcode?" Gave her my postcode". "
There is one small thing", " Yes Sir, what is that?","Well
it's November, we are not cabled in this area, how are you going
to get this set up for Christmas?". "Just a minute Sir",long
break "Hello Sir, I'm sorry but this is a mistake we will not
be able to offer you this service". "Oh I'm sorry to hear
that, when will NTL be able to do so?","We will be cabling
up you area at the end of next year". "So we will be able
to have the service next year for Christmas then?" ,"Yes
Sir"
That was 8 years ago and we still don't have cable. So if you are
hoping for NTL to do anything quickly, think again.
Chris ... Weston-super-Mare - 1 November 2003
---------------------------------------------------
We joined NTL because they had a promotional
offer of free installation, we were also keen on
taking up their offer of having a TV Base Pack plus telephone for
24.99 per month. However since joining, they overcharged for the
installation. I complained to their customer services, who were
very apologetic and gave us a few extra channels and promised that
things would sorted out.
The next bil came and we again had been over-charged. We complained
and were told that things would be sorted but then another bill
came and once again we were overcharged. I asked NTL to provide
a breakdown of the bill and write to us to explain the situation,
they said that they couldn't do this as everything was electronically
generated.
So to date, we have had payments coming out of our accounts for
items that we have not purchased, yet they have done little to sort
out the situation apart from making false promises. NTL are terrible
- we wish we had stayed with BT ! Yusuf Dawood ... 4 November
2003
----------------------------------------------------
=====================================
NTL's proposed solution to its customer service
issues is to add yet another layer of bureaucracy
to its ridiculous internal escalation process. It has devolved ultimate
responsibility for customer service to regional areas. The chances
of any complaint or issue being dealt with quickly or competently
is now very slim.
I have put this to test regarding two key issues which will affect
customers UK-wide. One was the mis-marketing of digital TV. Analogue
users were enticed with the offer of free internet services thru
their TV. This was without limit in the marketing information approved
by the Advertising Standards Authority, however when interactive
services were finally made available they introduced a charge for
wider web access thru digital TV.
The second issue relates to NTLworld and the triple digital offer.
Whilst NTL were billing £5 on a separate account for NTLWorld
having notified everyone of the service becoming chargable, they
were also charging £20.99 ! for a service called Triple Digital
with NTLWorld. The excuse supplied was that this remained on the
bill for accounting purposes?
I have asked repeatedly for full details of the terms and conditions
for all of the related offers and services including the dates and
notification media for alterations to the terms and conditions.
Guess what NTL have failed to produce them.
I am now considering writing a book about NTL, for the corporate
audience, on how not to get customer services wrong.
John Taggart... 17 September 2002
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