Hi Elleeross, thanks for posting.
Sorry to hear about the charge you incurred for the call to an 0345 number. It's my understanding that if the call goes over an hour you would be billed for the whole call - apologies for any frustration caused.
If you think you may need to call such numbers like this again going forwards possibly it's worth looking into upgrading your phone package via your online account (virg.in/myVM) or by speaking with the teams on 150/ 0345 454 1111, or via text on 0753 301 6422.
Tom