I moved home into an area without Virgin service so disconnected my broadband package. I rang up to do it and was told there was £8 to pay and this would be taken by direct debit. It wasn't taken so I rang back to be told that final bills are never taken by direct debit and I'd have to pay manually. I was told the amount owed was £22.50. On questioning this I was transferred elsewhere to be told there was nothing to pay and not to worry.
Then I checked my online account, the bills couldn't be accessed but it told me there was an amount to pay of £34. I took this up through What's App chat to be told again there is nothing to pay. However my online account now says please pay £50.65.
I've asked for a breakdown of the final bill and any amount claimed as owed, but no-one can explain either the amount now stated as owed or why I've been told £8.00, zero, £34 and now £50.
I am happy to pay any valid amount owed but I'm not paying a random amount when no-one can explain this. However, apart from a formal complaint I am at a loss how to progress. There are no online bills available (it just brings up an oops page) and no-one on the telephone can explain the amount owed (if any).
I refuse to spend any more than the 5+ hours I have already spent trying to resolve this. Am I best just submitting a formal complaint do you think?
