Probably a badly trained NTL Person, sadly. I do wonder sometimes why they're expected to just instantly know endless information on pricing, deals etc etc - surely some form of internal knowledgebase is being under utilised?
Still, Can't pretend that I have any idea how it works inside - I apologise to any techies that I demean when I go off on these rants
It's probably worth giving them a call back to see if a different sales person will give you it.