BT wont credit my account and re-bill me!! Chat in...

I have been having difficulties with BT for 7 months now! they really are driving me mad, i have phoned, been on instant chat to them soooo many times, no one listerns at all to what you say.
I was made unemployed back in Nov, this meaning i was unable to pay my BT bill, i called BT and told them my situation and that i was having to sign on, but with the amount i was getting, trying to support myself with food, pay bills and rent difference i was setting up payment plans with people, of £5-10 month, BT said that "everyone is treated the same" and wouldnt set up a payment plan for me, just wanted me to pay the bill in full, again i said i couldnt do this, i said i would pay what amount i can - which i did do up until BT decided to terminate my contract, send me final bills and say that i cancelled it all!!!!! they then charge me £49 for the BB Box!!! i spoke to someone on BT Chat i again explained my situation, and they were not interested, i said i will send the box back and thay can refund acc £49, she kept saying cant do this, until i pointed out that BT had sent me an email stating i can do this and amount be credited back. She then agreed and sent me a returns envelope, told me to keep receipt of posting, which i have done. Today i have come back onto Live Chat, spekaing to someone who has taken over an hour now to not get anywhere, as i type they still not replied to a message i have asked 5 times.....he has checked and seen BB box has been returned, said will credit acc, so i asked for re-bill to be sent out showing this credit applied and new balance, apparently BT cannot do this as bill has already been sent - YES for the old amount, surely when a credit is applied this amends my account and a re-billed gets sent?? i have had a re-bill sent before years ago, so why cant this be done now?
Also i have debt collectors now chasing for BT adding 25% admin fee ontop, i asked the man on Live Chat if he can inform them of new amount/explain whats happened or cancel this action as RE-BILL me - but he has avoided this question 5 times now and i am getting right hacked off!!!!
Yes i am ranting, but this is really stressing me out now, i cant help fact i am unemployed - wasnt my intention to be jobless and it isnt greatest time of my life right now struggling and applying for jobs and getting nowhere in this countrys state at the mo.....at least im trying and i have phone BT back 6months ago to let them know straight away - as shows on back of bill - difficulty paying ring - well whats the point when "everyone treated same" and no payment plans allowed!!!
I have asked for a manager to call me, but they wont do this either, i would really appricate some help with this issue to get resolved ASAP.
Rant over

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they may be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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