Welcome to this user forum.
he quickest way to get this sorted would be to contact customer service on 150 from your landline, alternatively if you can use live chat. The billing team can be contacted on this link.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
I appreciate that Keith many thanks, how long does that normally take ?
They will post here with a private message for you to read. Then if you provide the information requested, they normally contact you personally within a few working days. They do take ownership until its sorted.