You are not the account holder woes...

Question

Bit of a long story this...
I used my email address to help my mum to sign up to BT about five years ago as she didn't have one. She has since left BT and uses another provider.
I thought nothing at all of this when upon moving into my newly purchased home I signed up to BT for myself about a month ago, using the same email address as had been used all those years previous.
I received the account number through the post and proceeded to sign up to myBT for online billing. On attempting this it stopped me as my email was already on the BT system. I used this address to log back into my mum's now long cancelled account and amended the email address of that one to another of my email addresses so as I could use my favoured address for the online billing. When I completed this registration it told me that I was not the account holder and that my mum was. 
I used the chat help several times and was told that this was resolved within 7 days and to try again after that. I heard nothing and about 2 weeks later I have logged on to find the issue still remains. I again took to chat and the helper cancelled the myBT account connected to my mother's name (with the email address I didn't want to use) and told me it should now work. It didn't. Nothing changed.
Tired of the chat service I then took to the phones. Three hours later and I have got nothing to show but a monumental phone bill (I do not have a phone to connect to the landline to take advantage of the 0800 service) so had to rely on the 0330 numbers. I have explained my problem to about 12 people, been kept on hold for over 30 mins, been promised a call back which never came, had an attempt to sell me additional services (insult to injury?!) and still nothing. Basically it now seems that nobody at all is the account holder and that nobody can access this profile.
I can not access much of the myBT functionality and I can not watch BT Sport through the online service (literally the only reason I went with BT). The latest is that somebody will call me tomorrow although I am not going to hold my breath.
This is the error I am getting... There is no option to change the account holder on the page, I can either click to go back a page or ring the number which I found of no use at all.
Some of our services, such as the BT Wi-fi, BT Cloud and BT Sport Apps, are only available to the BT Account Holder. We may ask you to confirm if you are the Account Holder before you can use some BT services. You can check and change your Account Holder status on this page.
You aren't the account holder
- The account holder is *my mother's name*. 
If you believe that you should be the account holder, please call 0800 800 150.
I have access to two accounts...
One in my mother's name using an email I don't want to use which is now (thanks to the BT employee on chat) not connected to any BT account. If I try and connect it using my account number it states that it willl be a guest account because *my mother's name* is the account holder. 
One in my name with the email address I want to use. This is connected to the correct BT account but is again just a guest account with no access to the BT sport online app that I purchased the service for.
I've paid for a year's line rental up front by credit card but before I call the bank and ask them to reverse this payment and cancel the direct debit for the monthly payment can anyone help at all? 
Thoroughly cheesed off already. 

Answer 1

I think the only way you are going to solve this is with mod help. Mods will post a contact us link after reading this post. 
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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