Major Issues With Billing, Accounts, Installations...

Question

Hoping someone can help me. Excuse the rant.
I've been a BT customer for the past year. I have recently moved house and was so pleased with the service that I wanted to continue using BT. I phoned BT multiple times in advance of the move, to let them know the date I was leaving the property and the date I was moving in. A simple home move. I was instructed to keep my equipment and use it at the new place. An engineer was scheduled to come and install it. All pretty straight forward.
Here's where it gets messy. Some genius decided that instead of performing a home move on my account, they would cancel it, and open a brand new account and place a brand new order. So now I have 2 accounts, one of which has several hundred pounds of cancellation fees and equipment collection fees on it and another with a brand new 18 month contract. Countless phone calls to BT and I still have 2 accounts and still receive SMS messages about returning my equipment that I was told to keep.
A few days ago I got an email instructing me that my new equipment would be dropped off by signed courier. Obviously since I already had my current equipment I did not want or need this. Again I phoned BT and was told that it was too late to cancel the delivery, but I didn't have to accept and sign for the parcel. I arrived home from work a few days later and was greeted by the unwanted Youview box dumped in my front garden.
Today was the day the engineer was scheduled to visit. I took the afternoon off work to wait for him. His estimated arrival time was between 1-6. By 5 I was getting anxious. 2 more phone calls to BT and I was told to wait it out and everything was fine. Come 6 oclock, no engineer and I phone BT again. This time it appears there was an error in the system and the order was cancelled. This is despite the fact I have been told on multiple occasions over the past 2 weeks that everything was on track for installation. I now need to wait another 5 days for them to ring me back to schedule a new appointment.
So in total:
I've spent over 10 hours on the phone with BT over 15 phone calls.
Be hung up on by customer service staff 3 times.
Received over £300 in completely unjust fees.
Been locked into a brand new 18 month contract.
Missed 3 days of work trying to sort this out.
I'm at my wits end and have no place to turn. What should have been a simple home move has cost me a huge amount of money in time and stress. Unless I can get some immediate resolution from BT, I will shortly be phoning Sky and moving to them. This has hands down been the worst customer service experience of my entire life and the overall incompetence displayed by the BT staff and systems in this case has been staggering.
To top it all off, I'm posting this from my tethered 3G phone because I can't even access my BTOpenzone account.
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Answer 1

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