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Disappearing complaint

I logged a complaint online and received and email confirming such but the "Track your complaint" section of My Virgin Media says that there aren't any complaints on my account:-
"There's nothing to see here

We've not got any on-going issues connected with your account, so there's nothing to see here."

After being billed £30 more than the original agreement I'm rather concerned that the complaint is going to quietly disappear as fast as the original offer.  Should this complaint be shown there?  I have the email confirming that my complaint has been received and gave me the reference number.

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