About previous connection.

[Virus]

Hello,

I want to discuss about a serious matter due to which I am very upset and try to salve this many way but don't know which way.Then someone tell me way to do complain about this.I can talk to you on call but there is a problem that my English language is not good.so I text you and telling you detail from start.In 2023 I was living in London and get a device from bt and then sudden we need to move from London to Preston its reference number was *********.When I moved here packed device was with me then I returned to this packed device by post office.In this duration your company handover this matter to lowell and they contact me.When I moved Preston I get a bt connection from here which I am using approximate two years.I went to bt office and talk to them about reference ********* and they solve this matter.After that lowell company continues disturbing me.From two weeks earlier I call them about it they shocked me to tell about another reference ********* that you have get another device from bt.

Sir I am living in preston and a decent user of bt from approximate two years.I think someone is doing fraud with me.I request you solve this matter as soon as possible and remove this all detail from my credit file otherwise I need to get help from communications ombudsman.

thanks alot if you do this as soon as possible base.

[Mod edit - Personal information removed, please don't share these details in public]

[Peter_W · Accepted solution]

Good morning @Virus.

Thanks for reaching out to us via the BT Community. 

We don't have access to customer accounts via these public forums, and also recommend not to share any personal information where others can see it, so I've just edited your original post to remove anything identifiable. 

I can totally appreciate the worry these letters from Lowell will be causing, and definitely want to make sure we help point you in the right direction for getting this checked out. 

If calling isn't the best option, then I would recommend raising this directly with our complaints team via email, where they'll then be able to take ownership and review all of the details of your case. 

Whilst for some queries they may still need to ring you to discuss things, if you mention your language barrier they'll do their best to accommodate this. 

You can find all of the contact information you need in our complaints code of practice here:

Our complaints code of practice

Peter