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Have you raised the complaint to VM if you have and have not had an acceptable resolution or non after 8 weeks then the point of call you be take it further through independent adjudication and soo oon have a look at the code of practice for complaints https://www.virginmedia.com/content/dam/virginmedia/dotcom/images/shop/downloads/J3085_Code_of_Pract...
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Thanks Mike for your reply and info as where to go.
In this day and age this should have been a straight forward entry on my a/c details and at my age(and able to receive a free tv licence) I don't need this hassle.