Two accounts same email

I set up two properties with Virgin broadband at the same time and both were registered using the same email address. 
I recently changed banks and despite being able to set up a direct debit for one account, I’ve been unable to do this or access any info for the other account. Thus has been ongoing for a year and I keep getting penalised for non payment each month despite not receiving bills and with no access to the second account in my Virgin media app. I have another email address and have tried to register to other account with this but keep being told the account is already set up! I’ve spoken with Virgin several times but no one there knows how to resolve this properly. Help!!