Hey @Derek215,
Welcome to the community and thanks for taking the time to post your issue on the forums.
Unfortunately, we are unable to help with that over the forums.
Please could you call into the team on 150 from a Virgin line or 0345 454 1111 from any other line or you can message us on WhatsApp using 0730 532 7112. They will be happy to look into this further for you via any method that you choose. Please be aware that replies aren't instant via WhatsApp but the agents will reply as quickly as they possibly can.
Regards,
Steven_L
