I believe that this is something you will need to speak to vm about by phone - not sure the staff on the forum can help, other than to tell you which team you need to speak with on the phone. I believe it’s the collections team but someone may correct me 😉
Welcome to our Community Forums and thanks for posting.
I am sorry to hear this. We know that sometimes finances can get a bit tight, and you may find yourself behind in your bill payments but we're here to support you. Please call our Collections team on 0800 052 0360 who will be able to discuss your options further with you.