This is just a customer to customer help forum, everyone here, including myself, are just customers.
The only BT Employees are the forum moderators, who may offer to help.
Try calling 0330 1234 150
You can message BT using the "message us" links on the help pages. That is usually effective.
https://www.bt.com/help/contact-bt
Also see https://www.bt.com/manage/bt-reward-card/
