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Sorry to hear you have had some issues, as you have tried to resolve the issues via the chat team and by calling I have asked on of the moderators if they can help.
Normally what should happen is that an internal case is raised and passed to the appropriate team. This can take around 7 days normally to resolve. The mods should be able to tell you if your case is with the right team and if not help get it there.
They are fairly busy, so keep checking back.
When you contacted the BT Care team through Facebook did they give you an update or did they agree to handle your complaint? If they aren't managing your case it would be best if we helped you. To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser. Complete that form and we'll get back in touch with you.