Introductory offer not in my bills

I signed up with Virgin broadband after a Virgin rep was going around the streets trying to sign new customers up. I was offered £26.99 as the introductory price for 18 months, and so on this basis I agreed to switch from my current broadband provider. 
I have had my first bill, and can see my second bill, and my monthly bill is £32.23 - a lot more than I signed up for.
I have an email from the Virgin rep on the day I signed up confirming the £26.99 price. I have tried contacting him by email and mobile and have had nothing back. customer services are incredibly hard to get hold of, and when I eventually got hold of someone I was told to wait to see my first proper bill first. I can see it and it is wrong. I really need someone to contact me. This is poor. I feel like I was promised something in order to switch, and now I have it had not materialised and I’m having to spend hours trying to get hold of people to try and sort it.