[Chris W]

The notes on your account should confirm who made the change, and should (but obviously won't in your case) confirm that you requested the change.

If you cannot get ntl to admit their mistake and refund you the difference, I would recommend that you call again and request copies of these notes so you can be clear about why the change occurred. When you call you will be given a postal address to write to with a written request in order to conform with the Data Protection Act.

Armed with the notes, you have more ammunition to get money back if you cannot get it in the first instance.

MB