I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
After reading your post, I can understand your frustration. I would like to take a look at what is happening with your case. Please can you send me in your details using the "Contact The Mods" link found in my profile?
Thanks for posting. We're busier than usual so it's taking longer than expected to reply but we have your details and will be in touch as soon as your email reaches the top of the queue.