Got to agree the email system is rubbish, since I got the oomph package I keep getting 2 bills for my sim card one for the sim card I got issued and one for my original sim card, at the time of changing my deal the person I spoke to advised me to get an O2 sim and transfer my number to that and then later transfer it back to Virgin, he then transferred me to someone else who did it straight away. Unfortunately I get 2 bills for the sim cards both don't cost anything but I wouldn't like to use the second one, I thought the easiest option would be to explain it in an email, eventually got an answer from some manager in Europe who said someone locally would be in touch, eventually I received an email saying everything was sorted. Still get 2 bills a month.
Thanks for your post and for reaching out to the community forums. Sorry to hear that you are having issues with your mobile accounts. Have you been able to get this sorted since your post? Are you able to confirm if these are UK accounts? If so, we can take a look for you.