=====Update====

I have spoken to Mr Albright on ICQ just a few minutes ago. He was very apologetic for his employees phone manor, explained the whole situation to me, and managed to get my problem sorted in under 5 minutes.

Im very happy with the response from Mr Albright, so thumbs up to NATS again from me. He also informed me they are planning to employ a new member of staff to deal with clients directly, and also Kim's replacement is starting on monday.

Thanks TooMuchMedia for helping me out.