E-mail from Mr Cullin to NTL on 6 July 2001:

Dear Ms Cullin,

I have contacted the NTL Office in Coventry on many occasions since
January 2001, I have phoned 6 times, called in to the shop twice and this is the
second email. I have received very little response to my request for disconnection / complaint.

I am writing directly to you in the hope of a speedy resolution. On January
18th 2001 I requested disconnection from the cable TV service, I was told
that the disconnection team would be in touch but I heard nothing despite
the fact that the number they were given has an answerphone / messaging
facility. I again contacted the Coventry office by phone ( average wait
time of 15 mins) and was again assured that the disconnection team would be in
touch - I informed the CS representative that I have cancelled the standing
order and that I expect the equipment to be removed ASAP or at least by
the end of February as you would by then have had six weeks to get yourselves
organised.

I again contacted the office in March to find out what the delay was on
your part and paid until the end of March by Debit Card, once again I was
informed that the disconnection team would be in touch I am still waiting.
On approx 23rd March We were cut off and I finally thought you had at last
come to your senses and we would finally be rid of the equipment but no
this morning I received yet another bill for cable TV services which
A) I DO NOTWANT and
B) DO NOT HAVE THE FACILITIES TO USE.

I have found the level of customer service at NTL absolutely appalling I
called at the shop and the queues were huge, I telephone and have to hold
for 15 - 20 mins, when I do eventually get through the promises you make
are not delivered and on one occasions the CS representative informed me when
asked for their name " I can tell you but it won't be any good as I have
just been made redundant". On the two occasions that someone has had the
courtesy to phone me they promptly transferred me and I again was put on
hold.

I would like to state that all I require is NTL to remove their equipment
ASAP which now includes the phone, to cancel the charges for a service
that I cannot use and dare I hope for an apology for the stress and irritation
caused by NTL's appalling lack of customer service.

If I do not hear from you or a representative of NTL in writing within
seven days I will have no option but to seek legal advice and discuss the matter
with Coventry Trading Standards.
I have requested a read receipt for this message to prove delivery.

Yours Sincerely

Mr S.Wilton