BT refuse to refund the 12 months line rental they...

Dear BT,
This is about the 6th or 7th time I have had to explain this scenario across various phone-calls and emails:
I moved into a new house back in September, after which I went onto the BT website and set-up an order for Broadband. I opted to pay the 12 months line rental up-front (£141) in order to get a slight redution in price.
My original phoneline and broadband activation date was the 24th September. This activation date was missed. Two days after it was missed I received a phone call from BT saying there had been a "technical issue" with my order. They said that in order to proceed with the installation, it would be necessary to cancel the existing order I had set-up online, and create an entirely new, identical order. I was told that if I paid another 12 months line rental up-front I would be given a new activation date, and that as the old order was being cancelled by BT I would get a full refund on the money I had already paid within 15 working days. I agreed to this and paid another 12 months line rental.
On the new activation date a few days later (October 2nd) my broadband was connected and has worked flawlessly since.
A few days after that I started to receive emails and text message from BT saying that an engineer would soon be on his way to my new house to finish the installation of my order. After a few emails and phonecalls back and forth with BT in which I stated repeatedly that an engineer appointment was unecessary because my phoneline was working correctly, it transpired that my original order had not been cancelled (the engineer appointment BT were keen to schedule related to the order that BT had supposedly cancelled). After this was discovered BT cancelled my original order and again reiterated that I would be due a full refund on the original 12 months line rental I had paid, but that it might take up to another 15 working days.
It has now been over 15 working days. I emailed customer services last Friday asking what the status of my refund was. I received a phone call at work today (Monday), the gist of which was BT telling me that I am not eligible for a refund because it was me that originally requested for my services to be transferred to a new order. As I was on the phone at work I did not have much time to speak to the person from BT (to explain the above scenario on yet another occasion), so I asked them politely to phone me back at 6pm this evening. Somewhat predictably I have not been phoned back.
I am clearly not getting anywhere with the various people at the BT call centre, so, I open this to any of the mods on this forum for advice (as I noticed on other threads the mods here seem to be more helpful than my current experiences with the BT call centre, who I am beginning to lose patience with) on what action to take next in order to get a refund on the money I am owed? Will BT eventually refund the money they said on numerous occasions they would give me back?
Chris

Hi malfunct,
Thanks for posting. I can look into this for you. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile.
Cheers
David
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 but 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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