Contract cancellation

[Dolmen]

I got a letter from Virgin saying that my broadband fee would rise to £55.48 on 24th Sept.2024. I phoned in to cancel my service ( only then told that I could continue service at near existing price of £38 - unfortunately they didn't mention this in letter). However Virgin took a payment from my bank account for the increased amount on 14th Oct. and on checking my bill they say they will take another payment on 14th .November. How do I stop this?. When I call Virgin it's impossible to get speaking to a live person . The chatbot  asks for a memorable word (which I've forgotten) and then just gives me a link to the Virgin website. I've tried messaging Virgin's Whatsapp but am getting no reply. Any suggestions as to next step?- thanks Tony D

[Tom_W1]

Hi @Dolmen thanks for your post although we're sorry to hear of your concerns raised here.

The 14th October payment will be because that was for the payment for the bill given to you on 24th September, any changes made after this time carry over to the new bill and is pro-rata too.

However, I can check future bills for you so please let me send you a PM so I can investigate this further for you.

Please expect this to arrive shortly and respond directly when you can!
Many thanks