Hello Megatom
Thank you for posting on the forum and sorry to hear of the problems in regards to your Virgin Media account. As advised, to be able to escalate this you would need to exhaust our complaint procedure before being able to take this to alternative dispute resolution.
Our complaints code of practice can be found here virg.in/compscop outlining how you can raise your concerns with us. You mentioned in your post you had raised this previously as complaint, were yo given a complaint reference at all?
Rob