2 account 2 email issue

I signed up to Virgin at my old address but due to leaving the home cancelled before 14 days

When we then moved I started a new package with Virgin with a new email, when this package got up and running and I tried to log in to the my Virgin Media app with my new email it would automatically, without any ability to do anything, transfer me back to the old account on my previous address and previous email every time I try to use the new email address and new postcode & new account number it simply by default in Virgin Media takes me back to the old one with the old address.

The old account shows the old appointment and is frozen and I have nowhere accessing my Virgin Media account for my current services.

On top of this my direct debit was not set up because Virgin Media did not set it up after I filled in the forms.  I have now been told that a late payment penalty of seven pounds 50 is due + the bill.

I still find a very difficult to figure out what it is that I owe and how to pay and don't want to pay without knowing what it is in my Virgin Media account so I can do things properly.

There is no way of contacting customer services except half an hour waits on the chatbot.

Please can someone help

1. get my account sorted, so I can login like all other customers and see my services
2. can make payments.
3. Setup my DD 
4. Take off the £7.50 late payment fee as the problem of delay is from Virgin Media not myself.

Thanks

Waseem