Thanks for getting in touch with us about the billing query and for joining us on the community.
For customers who have billing disputes to get this resolved the two best ways to deal with this are to contact us either via Webchat or via 150 or 0345 454 1111 where the teams will be able to support you. Those teams can clear the security needed to discuss billing issues with our customers.
I can see that you have since spoken to the teams and they have looked into this with you.
Please keep in touch with us if there is anything else you would like us to support you with.