I too will be taking my complaint to the Ombudsman.
My issue with my premium email account being compromised last July which resulted in being verbally abused by BT staff, 78 calls of which 34 were either cut off or dropped, appointments to call me were not made resulting in being unable to do overtime or Miss personal appointments. Managers lying and giving incorrect information breaches of DPA as just a few of the ongoing saga....so I managed to fund and email which went to the execs office.....at last....some sense....how wrong I was. Today, BT have admitted my account was compromised and there were 'a few' issues. They couldn't even be bothered to listen to just ONE of the calls.....and a £50 compensation offered. BT, you should be ashamed of yourselves....investigate the complaint....you just want to fool people off....sorry....not in this case.
I moved your post to the email board so we can try to help. I'm really sorry your complaint hasn't been dealt with properly. You certainly shouldn't have been verbally abused by any advisor. We take complaint like this very seriously and I'll be happy to try to lend a hand if possible. Can you please drop me over an email with your details? You'll get the contact the moderators link in my profile.