Overached Repeatedly, Contract Ignored, Compaints Process Broken

I am at my absolute wits end now. I have submitted 3 complaints up until today, in Sept, Oct, and now Nov- all of which have apparently been ignored. 

I have just tried again, repeatedly, to be given a reference number of 'xxx', and no response.

When I did a new complaint in the category 'faults' and the sub-category, 'complaints' I complained that the complaints process wasn't working, and finally received a reference number, a confirmation email, and it is in my dashboard. So I submitted the original complaint under the same categories, hoping that this one works- only to get the same errors. I then tried 11 more times, with different categories and sub categories, with the same result- fair to assume that these aren’t going through. I have now sent 14 complaints, and as below been repeatedly overcharged. It is now 0320am and I am **bleep** off. Below is the text from the complaints. I am past being polite now. Fix this or it will become a legal issue.

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I have submitted several billing complaints (including a third one) using the 'problem with billing' option, but received no confirmation or reference number. I filed a complaint about your system's failure via the 'faults' option, which provided a confirmation email and number. So I tried again in the faults section, which again failed.  I am now resubmitting my billing complaint using yet another option. The text of my previous complaint is below:

Hello.

This is now the THIRD time I have submitted this complaint, with no response. I have just checked the open cases page on my account, and it says nothing to show, so I don't know if you're just ignoring me, or this service isn't working. I have pasted below what I put in complaint number 2. Please get back to me as a matter of urgency, as you have consistently lied to my about the bills, got me to sign a contract for one amount, and claim in my account that I signed another as below. 

----Per the last complaint , 14/10/2025:

Hello, this is the second time now I have submitted this form- previously I requested it be sorted before my bill date- but now, as you haven't got back to me, I have been charged the very high charge as detailed below. I am very unhappy.

Hello, I updated my package details, including an upgrade from the 500mb/s package to 1Gbit, on the phone on the 12th Sept.

Per the Contract information sheet, 100369262538, the bill is now £50 per month.

I agreed this on the phone, and then via a link that I accepted these terms, and the contract. I have copies  of the Contract Summary Sheet, and Contract Information Sheet, confirming that the fee is £50 per month.

The bill charged this month is £93.80, which it says is £83 for the package, plus a £10.80 fee for package changes.

Clearly I did not agree to this.

This phone call to sort out this package only came after I had changed the package online to around ~£45 per month- and for some reason that didn't go through- shortly after setting up this contract at £45, I received an email to say the changes had gone through, and that the total cost per month is now £83, plus a £10.80 setup fee. At this point I phoned up and spoke to a person,  whereby I was told they could do £50, so I agreed to it.

So this is now the 2nd time that I have agreed to a new fee, only to be put on something significantly higher priced. If you cannot honour the prices I have agreed to- then please cancel the contract. I will not pay £83 a month, when I have agreed to £50.

My online account shows a contract with ID, 20-066882183-01, at £83 per month, and says status accepted as of 12th Sept. I certainly did not accept this- I accepted the contract 100369262538, on that date- at £50. This is in my email. It appears that you have twice changed what we agreed to to almost double the price.

 Since writing this email a few days ago, you have now charged me that £93.80 for this month. Being that that is double what we twice agreed to, I am very annoyed that not only have you twice dishonoured the agreement, but now you have taken this amount from my bank account without permission. As above, you have indicated on my account page that I did agree to a contract with that amount - I have not, and I have copies of the £50 version in my email inbox that I did accept. 

If you cannot fix this, I will be canceling the contract immediately, seeking a return of that money through my bank, and reporting you to the relevant authorities.

Please fix this immediately.

Edmund Williams

“What would you like Virgin Media to do to resolve your issues?"

Try [11] of doing these forms with another option and getting the reference number '***', and no confirmation.

Honour the original agreements, per those that you have emailed me, that I discussed on the phone, and that I signed to. Remove the dishonest note on the contract in my account that I have 'accepted' that higher fee. Check the emails you have sent me, and the phone call recordings where I agreed to the stated fees.

Confirm that you have received this complaint, and maybe explain to me just why you are repeatedly scamming me, dishonestly overcharging me, and then ignoring my complaints.

Fix whatever is wrong with your billing, contracts, and complaints processes, and then don’t do it again.