Re: Contract Renewal - Netflix with Ads

We pay for our Virgin Media services by Direct Debit.  After agreeing to a new contract at the end of November (at the same prices for the same services) I received an email showing a much higher amount.  I then spoke to an agent on 13th December who told me our December bill would be £100.90 and then £97.96 going forward (a little bit more than previously charged).  Our bank paid out the £100.90 in December and the latest email from VM shows the payment due in January will be 97.96.

However, the latest email we received (31st December) is showing that we owed £23.89 from last month and that "action is required by you to clear this amount immediately, further delay result in your services". 

I can't seem to speak to a person when I phone and all I get are links to go online and change my contract.  Can anyone help?