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'm sorry to hear that you had a fault with the service and that your were charged for the engineer visit. I'll be able to take a look at the details of your complaint. Please can you send me in your details using the "Contact The Mods" link found in my profile?