I’m at my wits end

I’m beginning to lose all faith in Virgin Media, every time I manage to get through to someone on the telephone I either can’t understand them or they don’t understand me which constantly results in me either getting a service I’m not happy with or not getting what I’ve been promised. 

My latest call was on the 5th December saying I’m being asked to send back kit that I had been promised previously that I could keep. I fixed a new contract in November and I was assured that I would have exactly the same services as I’d previously enjoyed, nothing would change. Shortly after this I began to receive emails and texts asking me to return one of my boxes. This became so stressful in the end phoned the cancellation team to tell them that I couldn’t take any more. This was on the 5th December and the person I spoke to assured me that nothing needs to be sent back and not to worry.

since then I have once again started receiving texts and emails again asking me to send the same kit back or the the kit will be collected, the latest has now said this is my last chance to arrange collection. I am being threatened and I have no idea why. This is upsetting me family and I have had enough. I don’t want to phone any more because it always results in half a day on the phone, ending up in platitudes and ultimately nothing gets done. Can someone please help me?