Handset agreement balance query

Has anyone experienced this? 

I have a recurring deduction for £25 a month from “virgin media” I’ve after a 3 hour live chat with virgin media customer services they can’t find any information about a loan agreement, they can only find information for my home package. Then tell me to call 202 to speak to o2. (Virgin media web site also tells me to call 202 if I need my agreement numbers, agreement numbers I was never sent in the first place)….. anyway I call o2 and 1 hour later again they can’t find any info about a loan, and tell me at their end I owe nothing.

i just need to know how long I have left to pay!? 
if it’s a payment error? Or if I need a refund!?

where’s Martin Lewis when I need him I’m sure there’s a legal case building up here somewhere, with all of the other people seemingly left in the same darkness I am. Did Virgin mobile follow the correct laws if so many people have never been sent the details to log into there portal to see what they have to pay????