Under ideal conditions, the moderators can normally deal within 48 hours, but they are running a bit behind at the moment as they are only a small team based in the UK. They will however take full ownership until any issues are resolved
Thank you Keith that is good to know. I've been passed from one department to another on the phone and it's all just so time consuming, but nothing is ever achieved. They just keep making mistakes.
@DavidM Thanks for your help with this matter. I did receive a refund for £18.04, but not for the other £11.38, which you had to add manually. For some reason that has never been accredited to my bank account and shows up in the dashboard for my BT account. Is there some way to have that processed?