Renewal turned into notice given

So I got my VM bill and noticed it was £60 more than normal phoned up and they told me it was because my contract was ending. When I told them I never received an email telling me was told it was sent on the 9th so I looked back though the emails and nothing only the normal looks what's new so I asked to speak to a manager as I was getting nowhere with this person got put though to what I was told was a line manager and she was adamant that the email was sent as she was looking at it on the system I asked her to resend it but was told it was not possible to resend. She also said it was on the contract they sent 18m ago.Then she went on to ask me my current email address that I had already confirmed with the first person and then was told the email I give was not the one they had so I asked what email they had and was told they couldn't tell me. I also mentioned the contract you sent 18m ago with my end date was sent to this email address that according to them isn't the one they have. Anyway she then began to offer me the same deal as a new customer and I thought ok I'll have that but when I asked for a hub 5 was told they couldn't give me a hub 5 and I had the special edition hub 4 at this point I just give up and said if I can't have a hub 5 then here's my notice I just can't believe they let a customer of 12 years leave over a hub 5.