the document you sent us wasn't quite right

I have moved house and had to cancel my virgin broadband as there is no virgin available at my new address. I have been charged a termination fee which i was told i would get back once i provided proof of my new address using a document such as a bank statement or a utility bill. On the 13th of may i sent via email a copy of my water bill which is a utility bill only to be told 2 weeks later, cos virgin haven't a clue how to open emails apparantely because i can't understand how it takes 2 weeks to respond to an email, that the document wasn't quite right. I have since sent via email a copy of my gas bill from british gas only to be told again the document is'nt quite right even though both of those documents are utility bills which virgin said was a viable document. I want my money refunding there is nothing wrong with the documents i provided, i get the feeling virgin don't like refunding people as your just hoping i'll leave it.