Welcome and thanks for posting. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
not sure what you expected posting on the community forum where customers help customers. the only people on the forum that can help you are the forum mods who are the only BT employees on the forum. you have been offered help from the forum mods who will take persobal responsibility for your problem and give you one point of contact until resolved
I would strongly suggest you accept the mods offer - especially if you want a solution
Just read the forum posts to see how mods have helped many people