Hi ravedadave,
The best thing would be to phone directly through to retentions instead of going through the customer services palaver! As posted by Mark B in another thread:
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Easiest way is to phone 0800 052 1474 Mon-Fri 9am to 5pm. You will be asked to enter you phone number, this doesn't need to be an ntl number, just a local number to you so that you get to the right ntl office.
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Hope this helps
