Two accounts

[Lynn6]

I have two business accounts with BT one with an email I use and one BT set up so I could get in. The one that BT set up is not a valid account I have been trying now for six  months as I can not log in due to the new security i spoke to someone who said they had merged the accounts via phone was on phone 1.75 hours but it didn't merge I need to be able to access my account as it's my year end and I haven't been able to get any bills off for over six months I keep phoning but you have a long wait I have Facebooked and I have emailed all I want to do is access my account it's driving me mad and I need to do it quickly. I can not set up the account that BT have set up a it's says email already in use no have tried that please can someone help me so I can can just get my bills off the one I can get in is broadband it's the cloud voice account I can't get in please someone in bt help I can not wait or spend so many hours on the phone 

[AlanM1]

Hi, thanks for getting in touch. I'm sorry to hear how frustrating this has been, especially when you've been trying to resolve it for so long and need access to your bills for your year-end accounts.

From what you've described, it sounds like your Cloud Voice account may be linked to an older or invalid email address, and previous attempts to merge the profiles haven't resolved the issue. We've seen instances where customers with multiple profiles or non-accessible email addresses need further investigation to restore account access.

As we're unable to access or amend account details via the Community, we'd recommend raising this directly with our complaints team so they can review the history of the issue and ensure it's investigated appropriately.

You can do that here:  BT Business Complaints

Please include as much detail as possible, including the affected account, the email address linked to the login, and any previous attempts to merge the profiles. This will help the team pick up the investigation more quickly.

We're sorry for the inconvenience this has caused and appreciate how important it is to regain access to your billing information.