Billing nightmare

I have been having this issue for months! I moved to a new address with virgin media end of nov/beginning of dec 2024. I have done it officially where I called virgin media, got cables done. Settled my previous address account. 

Few months later I noticed I was being double charged, and then noticed my credit score was lower. On further investigating, it turns out that something I had watched in my NEW address end of december was being charged to the old address to which I had no longer access. So it appeared like I was missing payments, when in fact I was double paying EVERY MONTH on my new account for having watched 1 pay per view program. After figuring this out I have had multiple conversations with virgin media and every time I was assured it was sorted, old account was completely closed and settled. they would fix my credit file. But every month same problem kept coming back for the same program that was watched in my NEW ADDRESS (please note it is definitely not a subscription it was a one off).

Same thing happened again, I spoke to virgin media again beginning of this december, I was assured again it was being fixed, they even offered credit for good will but they have not fixed my credit file and not replying to emails! I am at my wits end! I need a permenant solution to this.