@Kg13 I fully realise it’s probably not what you would wish to read, but the original poster’s position and whether or not it was sorted, is irrelevant in your case. As the Moderator who responded made clear, it’s effectively up to you to resolve by keeping on at BT as no one on the forum has access to your account.
If BT won’t help you resolve it, you may have to take further action in the form of a complaint using BT’s own procedures. In the meantime, call BT back and demand (politely) that they resolve the situation or state you’re going to make a formal complaint.
