Virgin Media earlier cancellation fee

Cancelled the contract with Virgin as I moved to a non Virgin area after calling the costumer service the advisor said that I would have to pay the ECF  and I could avoid it if I would provide the evidence to the movers that I was genuinely moving to a non Virgin area that I did and got the confirmation from them by email saying that they would apply  ECF credit to my account to cover the Early Cancellation Fee on my last bill in what didn’t happen until now . Called Virgin costumer service 2 times now to question the last bill charge and the situation but after speaking with various people no one decided to help the full bill still on been lied by everyone this is the worse kind of people in the planet lies after lies  after lies and everything going to be okay one of them said to me that he waived the Early Cancellation Charge and even cancelled my direct debit for the payment to fail , the billing people said nothing to do with them, movers was about to call me back to confirm that the amount was removed from the account in which never did everyone I have been speaking to been lying and no one cares about anymore is how important costumers are for them can anyone please advise?