[Leigh in Leeds]

New head-banger-against-the-wall here - if anyone can provide any assistance with how I can go about this, I'd be obliged.
I've been an NTL customer since Dec 96, when we moved into new house - TV, phone and internet - originally via TV box, then separate Broadband modem as soon as available.
As a bit of background, we were supposed to get a refund of all Broadband Internet rental charges (9 months worth) after a big, big problem getting it to work initially, but despite every engineer who came out to us telling us this was possible, and they would mark their call sheet records to show this should be done, ntl eventually refused to do this, despite having offered a three months' refund (£34.99 x 3) by email - email was from some lady in Scotland, who then disappeared off the face of the ntl-earth.
Even after this, I put on a brave face and stuck with them.Back in August 2005, I rang to get the Prem Plus football service added for the new season. The young lady I spoke to then was very helpful, as the general staff tend to be, in my experience. She added PremPlus, then went on to say as we had been customers for so long, we could have a discount - free Sky Sports for a year - "WOW!" I thought.
She also put us onto a new Talk plan for the phone, which better suited our use of it - we don't use the landline very much, as all household mobiles have calls included to a certain level.It was too late to get the discount organised until September, she told me, sure enough, September's bill arrived and a discount was there - £13.50 deducted.

Then October's bill came - no discount. I called and was told there was a note on our record to say we did not qualify for this discount, as out telephone Talk plan was not at the right level. The chap I was speaking to agreed that customers should be contacted to be told something like this, but it was not NTL policy(!)I eventually managed to get a Manchester address off him to write to in order to complain, which I did asking for a swift response in line with their published service standards.
No reply received of course.
I am mightily peeved at this and am inclined to switch all to BT and get Sky Plus - but if there is any assistance available from here, I would look to investigate this first. The fact I get no response to a complaint is bad enough, but to renege on a promise, without even telling me, I find morally abhorrent.