Credit refund gone missing through a 'negative receipt file' BT transaction
I had made overpayments towards end of October and beginning of November to my account using my credit card and the mastercard that I had received from BT when I opened my BT fibre/phone account. I was assuming that the credit amount would be used to pay the monthly BT charges, as my account would be in credit (and not be taken from Direct Debit.
When I received the price increase notification towards the end of November, I decided to leave BT. And as there was credit I asked them to either refund it to the card that I paid from or to the DD bank account. Strangely I was informed that the amount has been refunded back but I have not received it. Having checked the payment history on my BT account, it shows that the full amount of credit was negated assigning the transaction a 'negative receipt payment'.
Having gone through the BT customer service through phone and chat and having spoken to a number of people and departments, the issue was still not resolved. I then made a complained that the issue is not being resolved. Without even letting me know BT have sent me a notification about stopping the service.
I am wondering what my next steps would be! Any help would be appreciated.