Broadband cut off and a whole other mess by BT - h...

I have BT Total Broadband and Unlimited Anytime.....and I receive 2 bills from the same company....why can't they just charge me one amount per month for all the services I get from them??
So....I somehow missed a DD payment in December for my Broadband. BT then tried to take this payment twice more on the 8th and 16th December (without telling me first!) and then charged me £10 because they failed again. If I'd been notified that they would try and take the money twice more, then I could have made sure the money was in the account. Surely this is against the DD regulations and I should be notified 10 days prior to an amount being taken?
They send me a statement in the week before Christmas saying "you don't need to do anything - we'll take this amount from your account on or just after 6 January' (with the failed payments on the statement)
So I do nothing and wait for the money to come out.
Woke up this morning and my broadband was off....with a nice message in my browser telling me to 'click here to pay now' and my broadband would be reinstated immediately. I clicked the link and paid the money on my debit card....my broadband came on, but my broadband phone says 'you cannot make or receive calls from this line'
Checked my bank account online and they haven't taken the money they said they would take on the 6 January
So.......I phoned them up tonight at 17.50.The guy in India tells me that the payment made this morning (on my debit card) has actually gone towards my phone plan and not my broadband plan!! So I ask him why and he can't tell me. Surely the link on the browser page relating to broadband being off should take me to a payment page for my broadband, and not my phone plan.
Now I'm no further forward, and can't even SEE my account online because it won't add a broadband account to MyBT.
And to make things even worse the guy in India cut me off half way through trying to get this sorted out. I phoned back and get a message saying 'the help desk is now closed'
What an absolute joke this system is......I've now paid money to the wrong account (to which I'm now in credit), need to pay money to my Broadband account, but can't. Not because of any problems of my own, but because BT choose to have a closed help desk, and they also choose not to let me add or see my broadband account online.
And they also told me they'd take money from my account on the 6 January, didn't take it, and then cut my broadband off today
Ever so frustrated - why do BT repeatedly mess up like this and frustrate their customers?? Can someone answer this please as I'm sick of talking to call centres who don't have a clue what's going on

Hi Astephenson,
Thanks for the posts and welcome to the forum. I would like to take a look at your account. I can then explain what is going on.
Please drop me an email to the email address in my profile. (click on my name and you will find the address under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
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 :-)

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