Virgin have charged me for phone calls even though we had never used a Virgin phone and engineer confirmed the Virgin line connected as part of our package was not working. I paid everything I owed apart from the erroneous charges. Impossible to talk about this as I didn’t know my “verbal” password! Unbelievable as Virgin put everything online and now have no paper bills and I log in to my account using a different password. Virgin cut me off even though it was their error and have now paid to get reconnected. I am boiling mad at their inefficient handling off, this want my money refunded and compensation. How do I complain to the ombudsman.