Accounts mixed up (Serious BT error)

Question

I recently requested a phone number change via the "live chat" service on BT.com, I requested a phone number change as I am receiving a high level or unwanted silent calls, i was given a new phone number and an order reference number, the change was due to take place today, to make it easier to see if it had happened i called the new phone number from my mobile and it was answered by my Father!
He lives in the same town but at a seperate address and obviously has a totally different account which should not be linked to mine in any way shape or form.
Therefore for some strange reason the number change has happened on his line instead of mine despite me giving my account number, phone number etc to the lady on the "live chat".
I have been on the phone to BT all morning for hours getting passed from pillar to post by call centre staff whom just couldnt understand my problem, in the end I again used the "live chat" service and got alittle further, i was assured that my number would be changed (a different number again) and that my Fathers phone number would be reinstated to him today, again i have been given order reference numbers, the problem I have now is that when i check the order reference numbers mine seems ok but my Fathers looks like it will be allocated a different phone number not the number he did have before today, as you can imagine he is not best pleased nor am I, he also has spent hours trying to sort this on the phone to BT but has gotten no where with promised call backs that do not happen.
This isnt the first time this has happened, but it was less serious, I requested more time to pay a bill and that was granted on my Fathers account (realised when he received a letter confirming), at the time when i questioned this the explanation I was given was that his account and mine were NOT linked but shared the same page when my details are entered on BT's systems, I was assured this would never happen again, but was you see it has! and this time much much worse.
I have emailed a message to [email protected] with the subject heading "Phone accounts mixed up!", I would very much appreciate someone picking this up and taking a look, the email also has "live chat" conversations added and information relating to my account and my fathers.
I would also appreciate an explanation on how something like this can happen when BT staff ask for your account number and phone number before placing any orders, I am completely baffled.. and alittle annoyed.
Kind thanks
Craig.

Answer 1

Hi Stigfish,
The info on the online order tracker should show your father's correct number. I'll drop you an email now with some more details, but there shouldn't be any more problems with this.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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