So, to elaborate, if VM can't or won't resolve a complaint to your satisfaction, then you can escalate to the industry arbitration scheme, CISAS, where it will be reviewed by a trained dispute resolution professional. There's no cost to you (whatever the outcome), VM always have to pay the fees, and the data CISAS publish shows that VM compromise or concede the vast majority of complaints as soon as they are escalated to CISAS, and of the fraction they choose to dispute they lose the majority of those.
However, from your initial complaint, VM have eight weeks to resolve the complaint before you can escalate to CISAS (unless they admit they aren't going to concede and issue a deadlock letter, which is very rare). The eight week clock starts ticking from when your formal complaint is acknowledged by VM, so this isn't a quick fix, and there's be a further few weeks for CISAS to process and then direct VM although it is very likely to work in your favour. If you need to escalate to CISAS, read their customer guidance carefully and follow it - so clear explanation of the background, details of contacts with company and outcomes (noting any incidence of rudeness), and then specify what outcome you want. By that stage you'll have long ago been charged the £135, and so you'll want that back, plus compensation for the wasted time and hassle. CISAS ruling are binding on VM, so they can't say "nope we don't agree".
For both you and VM, the best solution is that the forum staff pick this up, get it referred back into the complaints team as a priority, and that £135 charge is cancelled or credited back. Don't accept any half baked compromise - if they didn't clearly state you were being charged they can't charge you.
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