TNT Package change, APPALLING CUSTOMER SERVICE AND COMPLAINTS DEPARTMENT

Recently signed up to a new 18 month package online as got excellent deal, stating package would remain the same if I signed up (TNT was included). TNT was then removed so contacted via X and was informed needed a form to have it added back in and would be no extra charge. No form was sent so raised a complaint, complaint reply said to ring and have this sorted over the phone. Spoke to Aman (package amendments) today, started off very helpful but he explained that as there was now a charge for TNT (even though I have proof it would be included) he said he would only charge me £3.50 per month to add on so to save hassle I agreed to this. Confirmed it was for the full 18 months. Got new contract sent and its only for 12 months, not what I agreed to, contacted them again and still can't get passed on to Complaints, the package also shows that TNT has been removed then added back on?? Spoke to Hema and I asked for package to be reset to the one I originally applied for, was told that I would have to wait 48 hours for them to make any changes, still not willing to pass me to Complaints. WhatsApp and complaints don't let you upload photos but have added details here. If any one from Virgin does happen to read this please let me know how I can get this resolved please. Apologies for the rambling post.