Account cancelled without consent

So today after receiving a higher bill than expected due to me been out of contract I wanted to discuss reducing my package to a reasonable monthly amount, can’t do this over the phone as virgin wants me to clear next months bill as well as this one before I speak to anyone over the phone, I managed to get through to someone by going through collections, however the person at collections managed to block my memorable password which has worked and been the same for 11+ years, to the next person who blocked my account further meaning I couldn’t speak to anyone over the phone to then trying to speak to someone online who would only give me one package option at the highest package I am on but wouldn’t give me prices for other bundles.

move forward an hour and I have just received correspondence to say that my disconnection date is the 16th August. How can my account be closed without my permission disgusting way to be treated