Questioning charge on my bill?

[D_h_c11]

so I call VM last night to discuss a charge showing on my new package. 
advisor is no help at all, I sit on hold for 15 minutes before the line goes dead. 
Never called back as advised he would. 
move now just had an email come through saying thank you for the changes made 16th August. 

removing some of my services?

VM what is going on, we had never discussed removing anything and now the new contract I’ve just renewed is wrong. 
what is wrong with this company, how can you keep getting things fundamentally wrong?

now I’ve got to call again and waste more time trying to sort this out.
horrific company and customer services 

[MOD EDIT: Subject title changed for clarity]

[Kath_F]

Hi D_h_c11, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been some changes made that you were unaware. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,