Does anybody know how to get help with this one?

Question

Hello there!  
I wanted to get an advice on how to get in touch with the appropriate person at BT that could help with my situation.
I have tried telephone help, complaints by email and unfortunately still waiting for somebody from the customer services to help me out.
I have recently moved home.  I contacted BT on 26th June to organise the line transfer to the new address. The date was set for 18th July. I also ordered line rental saver and paid for it over the phone. All went smooth, telephone and broadband was working fine at the new place, but on the 23rd July I was sent an email that "BT is sorry that I am leaving". 
I thought it was a mistake, but the lady in the on-line chat said somebody stopped my service. Later she rang and left a message saying that I must have requested to move to another provider. Did not manage to speak to her again, but phoned the help line this time.
There a gentleman was trying to convince me that I called BT and cancelled my service on the 18th July and to him I was not a BT customer anymore. The truth is that I did not request to stop my service, anyway - why would I do that after paying for a year in advance. This has no logic, but because computer says so then he thinks I did it.
He also added that my account is a 'mess'. He then promised that somebody would get in touch to sort it out as my line rental was gone and my phone and internet could go off any minute.
I did not get any help. After that I wrote to them  3 email complaints to request assistance. They called and aknowledge they will help, but 3 weeks down the line nothing was done to explain the situation. Left the messages to the person from email complaints to ring me or email me -never happened.
Last week I got 2 emails welcoming me to BT and outlining the call plans that were diferent from each other and the one I agreed to on the 25th June. When I called help line 2 days ago a lady confirmed on which one I am on, but could not sort out the most annoying thing - the 'final' bill. 
I was sent a bill for over 200 pounds due to premature termination of phone and broadband service , which I never ordered. They already took the money this week. My line saver is gone as well. So I am 360 pounds short. I aslo have no access to myBT to monitor my phone activity or make orders.They also did not send any confrimation of the call plan I am currently on.
It is a very annoying situation, because somebody at BT made an error and I am unable to get to anybody that could help. Everytime you call the help line you speak to somebody else and despite me thinking the email complaints would be the way forward they are not. Would appreciate some advice on how to tackle these issues: false accusations from them, inappropriate billing, problem with myBT.
Thanks Lukasz

Answer 1

Hi lbadek
I can help with this please send us an email using the contact the mods link in my proifle and we will investigated from there.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)