Hi,
look at the very bottom right of this page and follow the "Code of Practice" links and download and read through the Code.
Seems like you are asking BT to consider pages 16/17 where it says:
If you’ve got payment problems
If you can’t make sure we get your payment by the date shown on your bill, it’s important that you contact us straight away. The earlier we know that you’re having problems, the more help we can give you. The number to ring is shown on the front of your phone bill. If you make an offer to pay us over time, we’ll get back to you as quickly as we can.
If you tell us that you’re having problems paying what you owe us, we’ll offer one or more of the following solutions.
• A repayment plan. This will help you to pay the amount you owe over an agreed period. We may give you a BT Payment Card so you can make payments in instalments. When we agree the repayment plan, we’ll take your past payment history into account...........<snip>
Could be worthwhile contacting BT and referencing this and see what they say.
The code does provide some information re involving a Debt Collection Agency. If it ends up wiith a Debt Agency then they should tell you IN THEIR FIRST LETTER to you that they are acting on behalf of BT and provide a breakdown of the debt and also any overheads - like the associated Agency Fees. The Collection peeps should be sympathetic and understanding and should/must agree to a mutualy acceptable repayment plan. If you feel pressured or they seem threatening in what they will do then you do have recourse to complain about them - and to ask them to refer it back to BT; they are obliged to do this and you then have a "breather period" of 8 weeks whereby the Debt Agency should not contact you - BT should then be talking to you to effect mutual resolution.
This link will put you through to a billing advisor:
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
Hope this helps and it all gets sorted.
