Virgin media Hard search affect credit score

I just had an email from ClearScore stating that a hard search will be added on my score done by Virgin media. I had a preaggrement with them a couple of days ago for changing my broadband to them. The salesman said that there is going to be a SOFT search by them, just to see if I ever had an agreement with them in the past and did not paid. I specifically asked him to confirm again if this going to be a SOFT search and he replied “yes of course a soft search” But after the clear score email today I called virgin and they said (after 2 hours of **bleep** in the phone) that they proceeded with a Hard search 🤦🏻‍♀️I’m in the middle of remortgaging at the moment and I do not know how this will affect the procedure. I will call my financial adviser on Monday and wait to see how this hard search will affect my credit scores.. I do not understand how a company like Virgin can lie that bad that might affect their customers financial and mental health? Going through a remortgage it’s super stressful and I do not know how bad this will affect my score and my application?? My score was excellent and I never had any financial issues in the past. Is anybody out here to give me more info about that situation so I will know with what I’m dealing with please? Thank you 🙏🏼