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 am so sorry to hear about what happened. If we make a promise to you it should be acted upon. We can get in touch with the Manager to find out what's happened and get them to call you back. Or, if you prefer, we can do our best to help you instead. To get in touch with my team, you can reach us by clicking on my user name and then on contact the mods. As you are viewing the site from a mobile please change the view to full site mode in order to see the contact option.