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'm sorry you've been let down. We can look into it for you and do our best to help. You can reach us by clicking on my user name and then on contact the mods. It's taking approximately 5 working days for us to reply but we will take full ownership of it for you.
It can take five working days for the moderation team to deal.