[lostandconfused]

you said you have written a letter recorded delivery... when was this letter sent/recived?

i am currently working in customer concern on sundays as overtime to try and reduce the backlog.
ntl will try and deal with any complaints over the phone beacuse as you can imagine its a lot quicker than you writing a letter, someone looking at it, sending a letter back, then you replieing to the letter etc etc.
hence why the written complaints department is so small and therefore there is a backlog being worked through. for example i have recieved letters that are over 2 months old.

have you tried speaking to a supervisor if the agent that has answered the call hasnt resolved the issue to your sattisfaction?
even if the team leader isnt able to help they can escalate the call further up the chain.

also i would like to mention, i dont know you ar anything about your complaint, but from personal experience if you are calm when you call and i know it can be hard when something has been going on for a long time you are much more likely to get it sorted quicker