Overcharged and consistent errors with bills

I moved house in August 2024 and transferred my existing VM package when I moved. In October 2024 I renewed my contract and was promised a package at £37.76 with a stream box. I never received a stream box and my bills since have been more than this at £53.75 which was not agreed including a £1.75 charge for paper billing which was also never agreed. Last month I received a bill for £69 which was a further increase without any explanation. 

I called VM on 22/03 and spent 53 minutes on the phone explaining the issue to the agent who confirmed that I have been overcharged and was owed in the region of £190 in credit which would be applied to my account and the bill would be rectified moving forward. My account is now showing a contract for £79 per month and a bill stating I owe a £35 activation fee for the stream box which I don’t even intend to use which was never discussed. The direct debit appears to be adjusted as £37.76 left my account this month however I received an email today stating that I have an outstanding payment of £31. 

This is extremely concerning as I have never missed a payment and this could impact my credit file moving forward. I am frustrated not only because I have been overcharged and received packages which I never agreed to but also that I am having to chase to rectify the issue. I spoke to an agent today via whatsapp who confirmed that this has happened and the changes will be reflected however there has been no change to my account and I am losing confidence in VM.

Before this escalates I would like to see the outstanding payment removed from my account. If this doesn’t happen I will have to make a formal complaint to the financial ombudsman as I feel that I have been deceived.