Virgin Media support keeps lying to me, is this normal?

It’s in the title. 
On the 14th of September, 3 to 4 days before I was meant to move to my new flat, I checked on the VM website to see if they were available in my new area, since I wanted to honor the remaining 4 to 5 months of my contract with them. The VM website said it was not available in my new area, and therefore I called the support line to confirm the disconnection and cancellation of my contract, giving this as a reason, which according to their terms and conditions means I will not be charged a cancellation fee. 
The support agent I spoke to also confirmed themselves that VM broadband was not available in my area, and that I would receive a cancellation confirmation and another email prompting me to provide proof of my new address. The cancellation confirmation came in after 48 hours, but the email asking me to provide proof of my new address never came in. Instead, a day later, I received an email suddenly saying that VM will be available in my area. I wanted to reach out online to see what this meant for my account, but funny enough, my account was already cancelled (as indicated in the cancellation confirmation email)! Moreover, I already signed a contract with another broadband provider. Lie number one… never received one of the emails I was promised to receive, and suddenly looked like they were going to force me to pay the cancellation fee even though VM themselves cancelled my account before my area was officially serviceable. 
I called VM to understand what was going on and why I was not receiving the email to provide proof of my new address. After talking to someone who I believe was just reading generic messages off of a sheet of paper, I got through to someone else who understood the issue. They did mention they could get an engineer out in 2 weeks to setup my WiFi, but I said that that is completely not a feasible option… both me and my partner work from home and need WiFi. Nevertheless, they said they would waive the cancellation fee by applying a credit equal to the cancellation fee. I was told I would receive an email within 48 hours confirming this credit would be applied. I never did… lie number 2. 
Now I called again, to confirm whether the credit was applied. The agent on the line gave me the exact same narrative about the cancellation fee situation, and after I asked her to confirm if the credit was applied, she said yes. So I asked - the outstanding bill that I have will be covered by this credit, so ultimately I won’t be charged? Again yes. 
To my surprise, today I did get charged. Lie number 3. It has now been a month that I have been dealing with this joke of a service. 
I really hope that someone serious sees this, as I have lost hope with VM customer support - it looks like they are trained to lie. If in 1 month I do not receive my money back, I will be taking this to the ombudsman. At this point it’s not even so much about the money, but about the principle, so I don’t really care how long this will take. I don’t understand how the support agents can be so dismissive and how they are permitted to lie so much. 
I have honestly never been treated this badly by any company in the past, and am surprised this company still has customers…

If anyone has any other tips, I would appreciate it a lot - unfortunately since my account got cancelled (remember, VM themselves cancelled my account before my new area was serviceable)  I am unable to login or file any complaints on the website, and have to rely on their atrocious mobile help line.