This is just a customer to customer help forum, but you will find that many questions can be answered here.
BT also have a Live Chat facility which you can use, but like many other organisations, do not have an email address for general enquiries.
If you are trying to get through on the phone, and waiting a long time, perhaps someone on this forum can help?
If it cannot be resolved here, then it can be passed to one of the moderators, who are BT employees, and they will follow it up.
There are a number of different boards here, and your question can be moved to the appropriate board. There are lots of very knowledgeable members here.