level 2 cusomer services needed - I'm being ripped off £65 for a modem that I returned

I really need to contact someone competent to deal with an ongoing mess since December when I upgraded to 250mb and was sent a modem .
Short recap ( will give more details if you need)

~Modem was supposed to be delivered 27th dec but due to warehouse issues never arrived. Multiple hours on Whatsapp with failed promises finally got me an engineers visit.
Engineer installed a Hub 5 and advised to refuse delivery of the Hub 4 when it finally arrived.
No chance as Yodel just dumped on my doorstep.

I raised a return label and sent the Hub 4 back.

Ever since I've been fruitlessly fobbed off by the Whatsapp agents when I've seen Yodel had not delivered the modem.
Finally I was asked to send proof to one of the agent : [REMOVED@virginmediao2.co.uk

Yodel tracking info: 8JAV900106965961 (20/01/2025 20:01) This information is in my Yodel app.

His message on whatsapp after the proof was sent:

"I want ot inform you that I have successfully removed the charges of 65.00 and you will see the changes in your next bill, I have also mentioned this in your notes as well as a proof"

So much for that as my bill for March is +65.00 due to be charged on 26th of March 2025.
This is the result of probably more than 25 hours of dealing with idiots on Whatsapp which now are no longer answering ( the messaging service appears dead)

So I am now desparate to contact someone that can deal with this, check the Yodel details above and see that the modem that was sent to me was indeed returned. 

if this cannot be done here then please tell me how i can contact someone who can.

louis

[MOD EDIT : Personal information removed]