Bill says paid, but I've not paid.

I pay my bill on the 10-11th each month, I don't manually as occasionally my money comes in on a different day so I like I to know the money is in before I pay my bill.

In November I paid on the 11th and the bill was registered as paid.

I never got an email to tell me this month's bill was ready, just emails telling me I was being upgraded to the new box and remote, and then thanking me for setting it up after it arrived.

I've logged in today to pay my bill, and it says it's already paid, but doesn't say November was (no fine though, so it knows it was) but the issue here is that now I can't pay. There's no option to pay the money I know I owe. My current bill on the website says "bill created November 25th. Bill paid November 11th" which obviously isn't possible 

I've tried the chat bot for help, useless as always. I've tried calling yesterday and just kept getting looped around and never got out through to anyone.

Just want to pay my bill before the 15th arrives and Virtin decides I haven't paid it, and adds a nice charge on my account and screws my credit rating for the 3rd time this year (first time it's happened this way, previous two times were due to discounts being calculated incorrectly)