[human being]

I do wonder but to be honest im an easy target for this kind of thing because i cant be bothered with the bad karma.

I cant remember exact dates but its something like this:
april 20th ring ntl and give them one months notice.
may 18th recieve another bill for next month.
ring ntl, they have no record of us giving notice (although they have collected the STB!) they say if we have moved out (yes, in march, so we havent used any services for a while) they actually owe us £4, but we have to pay them the £36 bill and they will credit us back £40.

What if i didnt have £36? some people who have just moved house really are in that situation.
I understand the computer system thing from the original reply though, ive worked in places like that. unfortunately as a customer service monkey you can only do what the computer wants.