Am I being scammed by VM?

6 months or so ago I recieved a virgin media hub box, despite having never asked for one. It was addressed to somebody else. 
I called up virgin media (nigh on impossible without an account number!) to let them know they have sent me this in error, and offered to return it if they sent me a prepaid postage stamp or whatever. Not only did this never happen, letters continue to arrive at an increasing rate, addressed to this mystery person. Of course I am returning them all to sender with the ‘not at this address’ label. However they keep coming, with debt collection stamps on the front. (Presumably wanting paying for the hub box).

on separate occasions over the last few months or so I have attempted to resolve this issue again over the phone with VM, but I am repeatedly passed from department to department, each seeming to understand what’s going on less than the last. 

The other day I managed to get through to somebody that didn’t just repeatedly ask me if I would like to set up an account. She seemed to have a grasp of the situation atleast in a basic manner and assured me it will be sorted out. I asked to have this in writing as I have no faith in the competence of VM’s customer service. When the email finally came through it proved that the language barrier combined with my issue not complying with the preset script, had yet again landed me at square one.

Has anybody else experienced this? 
Is there some sort of secret phone number with competent people on the other end?

I am looking into the ombudsman, and since there are debt collectors letters arriving at my house in error, legal action?

Hope anybody can help me!