Michele Knight After nearly two years 20 BT Engineers and nothing but an absolute nightmare I finally got my lines in. However, I had been overcharged and Chris did not cut off the lines any longer in use (or the ones that did not work for 2 years) I have his emails and audio of a call with him where he promised to do this. Having paid over 2k a month and then just receiving a random bill for 5k he has closed the complaint without my permission BT Local Devon Chris Pennington has not dealt with this situation and (I do not have a landline so this is not charges for a landline just internet!) Having responded to me requesting he call me as promised to resolve the billing he responded to me on the 3rd November to say he has called me numerous times, he hasn't, (I will be asking for proof of this when I take further action). He then wrote on the 3rd asking when can he call me. I send 4 more emails asking for a date and get NO RESPONSE. On the 3rd after my request and his promise of a call I receive an email saying complaint closed and I immediately emailed back saying we have not had a conversation and I did not close it. I received this on the 3rd I send four emails to ask for a time Chris! You need to get back to me urgently re the billing. Asap please as I seem to have slipped through the net again After I sent him the email he then CLOSED THE COMPLAINT i received this on the 3rd Sorry again for the problems you've had. As per our conversation, now your complaint is resolved it has been closed. I responded immediately with this - My complaint is not closed. We have not resolved billing and the phones don’t work No response so on the 16th I wrote Call me Anytime, now? Later? Tomorrow? . I have had no messages or missed calls x No reponse so today I emailed again Chris, This is my fourth email to get a concrete time to resolve billing. I have been charged over 2k a quarter which you promised to reverse to the £200 a month agreed, and have now received a bill threatening to cut me off if I don’t pay over 5k. None of the internet landlines are working either even though we have followed instructions. I have had no missed calls from you. This is totally unacceptable after the 18 months of disruption that BT local put me through. I will take further action if you do not respond with a time and resolve this once and for all as it’s now over two years.you also promised on several occasions to send me a print out of every complaint call as is my right, this has also unsurprisingly not been done. Hi Michele, As previous emails, we have tried to call and discuss this in more detail with you. I have asked your complaint to be reopened and dealt with, I would expect you to receive an update directly within 10 working days. Kind Regards, This is beyond parody. Even though I have an email which I responded to and proof he is now trying to get out of it as this just landed in my inbox! Hi Michele, I am unable to give you a date or timescale as I am not directly involved with handling the complaint. the emails you have just forwarded me and not got me copied in so I would have no visibility of this. Kind Regards Which mystifies me as in August after the 18 months of hell Chris wrote this Hi All, I am taking ownership of this entire project. @Emily Baser can we have a meeting with Michelle to discuss the next steps please? I am available until 5pm. Kind Regards,