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Incorrect billing

We’ve recently moved house and, due to the countless issues we’ve had with Virgin Media, the lady who arranged our move assured us that the £20 fee would be waived. My bill is due to be taken and I have a random £40.25 charge for an upgrade, which we didn’t agree to, and a £20 moving fee, on top of our usual charge. £87.85 is being taken from my account for A SINGLE MONTH and I have no way of contacting you to dispute this as your phone lines are down. Please contact me ASAP to resolve this.