If VM can't produce call recordings, they can't hold you to any contract. If you want any recordings that exist, then you need to search, read and follow the Virgin Media Privacy Policy, and make a subject data access request to the company. But that'll take several weeks, and you've still got to get the customer service people to correct the contract you're on, which given the poor standard of service could take further weeks.
I'd hope the forum team will spot this and get it sorted quickly. If they don't, then VM will insist on you paying exit penalties, and you may have to pay those to avoid a default being recorded on your credit history, and then claim them back (with compensation) afterwards. I'd hope it wouldn't come to that because it's a waste of your time, VM aren't going to win, and if the company continue to bungle this and you need to escalate to CISAS, then the company get charged a "case fee" somewhere between £150 and £700, depending on whether they 'fess up and pay up immediately, or fight to the bitter end and lose.
Fighting VM through the appropriate channels is a painfully slow process; But the good news is that persistence pays off, with VM's argument winning in only about 2% of cases that get escalated to CISAS.
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