WHY is BT stealing money from a disabled woman ???...

Question

Since 30th December 2011 I have been having massive trouble with BT.  Firstly my broadband just stopped and despite my trying to get this sorted it took BT over 11 days to finally get my broadband up and working.  I had to put up with no landline for up to 4 days (Im still waiting to be told why) and then I was told that i had "cancelled" by broadband - which I had not.  The customer service team were rude, unhelpful and told downright lies.  Very few of them would actually give thier names and one I made an official complaint about when she called me back and told me "BT will not help you any further" this after a very frustrating call with her that ended up by me ending the call.  I am a severely disabled woman of 57 years old who is totally dependant on my phone and broadband.  I am housebound and the major problem for me was the fact my electiricty top up is done online with British Gas.  I was actually down to less than £1 of electricity and had to leave my home overnight as I was extremly frightened i would be left in the dark and the cold.  Friends had to come and collect me.  I must have dealt with over 40 customer service people - all useless and liars. 
I have been promised by Michelle that I will be compensated and my outstanding monies returned to me - this is not proving to be the case, she promised me a cheque had been sent out to me last Thursday 12th January 2012 but as this was a blatant lie of course the cheque has NOT arrived.  She then sent me an email telling me she has been off ill this week for 2 days by way of explanation for not calling me as she promised, she is back in work - why no call ?????
No care has been shown whatsoever, despite me telling them all i was severely disabled and that the stress of this was making me very ill.  I was constantly reduced to tears, lets keep in mind i have had several heart attacks in the last 2 years and my heart condition (as was clearly explained to BT) is triggered by STRESS.  They just dont care. 
I am now changing to another phone company and this is where BT have now got seriously nasty and they are actually stealing money from me.  I am being charged for the rental of the line and broadband service and other services despite the fact i have already paid these charges in advance on my October 2011 bill.  It is surely fraud.
Nobody from BT will call me or reply to me.  I have this morning sent a final email to Michelle from the Direct Debit Team and if i get no reply then i have no option but to go to the Onbudsman. 
What is being done to me is nothing short of deception, fraud and deceipt.
I will take this as far as I can go - even legal action. 
I would also add that BT have deleted thier customer service numbers that I called so i cannot prove the calls were made, I suppose thier "recorded calls" will also be deleted as well.  One of the calls deleted was made by thier own engineer from my landline, apparently he was not in my home nor was he ever on my landline - he must have been an apparition, he told BT on that phone call that i was indeed severely disabled and extremely vulnerable and he also was shocked at the way i was being treated.  I do however have access to this engineer. 
Is there anybody at BT who will have the guts and the honesty to deal with this ?????? i doubt it.

Answer 1

I spoke this morning with yet another Billing Operator her name is "Rabhikka" she told me to not pay the bill that was generated until BT sort out this problem, I asked her to email me this - and yep youve guessed - 3 hours later and no email.  Why wont BT staff back up in an email what they tell you on the phone????????  It appears they are now charging me line rentals and broadband charges up to April 2012 - i leave BT 1st February 2012.  What part of that do BT not get?????  Was also told if I pay the £50 outstanding because of these charges then at some point BT will re-imburse me, yep i got money to burn.  Tell you what lets get really radically thinking here WHY DONT BT JUST PAY ME BACK WHAT THEY OWE ME ?????????  Wierd concept but easier surely................ I have sent the guy who has answered below my telephone number - lets see if he calls.