I have had a catalogue of issues with billing and service over the last ten years, no one at Nynex, Cable & Wireless, NTL has ever managed to sort it. This year I have phoned in three times and noticed a real change in attitude. People have actually listened to me and acted on what I have said rather than simply read a script.
The root of my problem was apparently I had a different postcode on the "billing screen and the front screen " , this was preventign me be offered the appropriate discounts. At one point last year I was told "you dont even have broadband according to our records!"
I dont know who I spoke to other than she had a Welsh accent, but the level of knowledge and confidence was a different league to anything experienced before and since then I have been offered discounts on my bill and package upgrades.
Just my observations.....