Useless BT unwilling to care for customers.

Hi
I've been fighting an order and billing battles with BT for a few weeks now and on multiple occasions they proved they just can't get anything right, so seeing that some people here did get their BT problems resolved, I'm posting my story hoping for a happy ending.
I wanted to move the master socket and was happy to pay £130 for this. It took 6 weeks to get this done and BT now demand £390.
And here's the story:
11th April
I request engineer's visit to move the master socket to another room.
The visit is booked for the 25th April.
No reference number is given.
25th April
No sign of engineer.
At 1800 I ring BT to check what's going on. No one seem to know, so they tell me to wait another hour, as engineer will certainly turn up.
An hour later still no sign of engineer, so I ring BT again, but they still can't confirm why there was no one sent and in the end they say the visit needs to be rescheduled.
So they reschedule it for the 9th May.
Later I receive an email from BT confirming the appointment time and the reference number: VOL012-********.
9th May
No sign of engineer.
I log in to check the status of the order, but I can no longer access it, as it appears to be closed.
I ring BT and they tell me that the job has been completed.
How, I ask. They say - the engineer marked the job as completed remotely.
So once again I explain what the order was for (as they transfer me between teams I have to repeat the whole story) and in the end I'm told they need to investigate with other teams and will call me in 10 minutes.
10 minutes later they call back to apologise for all the trouble, they confirm they've messed up and it's BT's fault entirely.
They obviously need to reschedule the visit again and will text me the appointment day.
This time however, they offer the visit to be free-of-charge and I'm told my case is being escalated to the senior management to ensure there are no more troubles.
Visit is rescheduled for the 23th May - VOL012-**********.
20th May
My next BT bill is generated and surprisingly there's £260 charge for both appointments that never happened.
I log a complaint with BT. Incident: 130520-*****.
23th May
Engineer finally arrives and moves the socket.
So 6 weeks after I booked it, the job is done. At least it will be free-of-charge. That's what they promised.
Also, BT reply to my complaint saying that they are unable do anything about the wrong £260 charge and I need to call the charge dispute team on 0800 234 6035 and they close the case.
So I call that team, only to be told that they deal only with cases with £99 charges, not with £130 and they transfer me to another team, who then transfers me back to the same team, so they transfer me again and again and again.
Each time my call is transferred, I need to explain the case, as obviously no one cares to brief the next team on what the problem is.
Eventually I seem to be speaking to the right person, he confirms he understands the case and my bill will be looked into.
25th May
A new bill is generated.
I log in to confirm if all is OK now, but it's not - the £260 charge for two visit that never took place is still there. What's new? A £130 charge for the free-of-charge visit on the 23th May.
My direct debit will be collected on the 7th June, so obviously not long before BT will get £390 for nothing.
So once again I ring BT, once again I'm being transferred between incompetent agents unable to think logically and eventually, on maybe the 7th occasion, I'm transferred to a chap in India, who is keen to listen and seems to understand the problem.
He says there's already a case logged (VOL012-*********) to investigate the charges and he's updating it now with all the details I can provide to aid quick resolution. He says the relevant team will ring me within 5 days, asks me for a contact number and the best time to call and he's stressing how important it is that I'm available at that time to take the call, because - and that's his words - if I don't answer the call, then those people will just close the case as they use any excuse to do it and the whole issue will have to be raised again, under new case number and the story will continue forever.
1st June - today
7 days since the promised call back and obviously no one from BT called, so I'm chatting with BT customer service.
Usual chain of events - chat to one person, they don't have a clue what to do, so they transfer the chat to another team, who again don't know what to do, etc. Each time I have to explain what the problem is, etc.
All they can say is that the 'fault' has been closed and I need to contact the same (wrong) team on 0800 234 6035, as advised before.
Eventually I'm promised a call back from the supervisor (Miss Kothai) within an hour.
2.5 hours later, still no call.
It's now only 6 days until the direct debit kicks in. The only way to avoid losing my money is to cancel it now, then pay the bill minus the £390 charge. Obviously I predict BT will be quick to threaten with reporting the matter to credit reference agencies, etc.
I'm posting this info on http://community.bt.com hoping that help is offerred.
Due to BT's negligence and incompetence I have lost two days off work, spent hours on the phone and I could be £390 out of pocket.
It is unacceptable how BT treats its customers. If this is not sorted out soon, I will be writing to Ofcom and BBC Watchdog.

Hi Ibanez,
Sorry to hear about the problems your having with your BT Retail service.
This is a BT Retail customer to customer help forum.
If you would like to contact the BT Care Team by clicking on the link below.
Contact BT Care Team
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Once contacting them they will reply either by phone or email usually within 3 working days, however you will be given a tracking number immediately on the next webpage after sending the request. Please take note of this.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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