Issues getting through to VM to discuss my package / bill

My issue started with virgin putting my agreed package up in price without telling me during my contract. Then i couldn’t use any apps or email or contact virgin at all because it kept saying my information was invalid. So I came on this site. And I was passed to a member of the company. But said the information I gave them didn’t match. So they sent me the memorabil information through post then contacted them again. Person said don’t contact us unless we ask you to. So to provide some background I was so disgusted that  they charging me a third world debt I didn’t pay bill but I paid it and told the lady I was disgusted and wanted to leave virgin and she said she’d help sort all issues out.As I didn’t have any services because I had not paid the bill I didn’t give it a thought but then I received a bill for services I don’t have . What the heck is wrong with this company