Hi, complaints can take up to 28 days for a response, and currently maybe longer.
My advice is hang on here until staff through to your post or call at 8am sharp on 0345 454 1111 options 1-1-4-4
If I've helped let me know 🙂
10 year's managing 9 Virgin Media accounts, and things never got any better, closed last 4 accounts since January 2021 :L
I give 'my' experience to help where possible.