Could someone advise me on making a complaint against virgin mobile? I was in live chat trying to upgrade my sim only deal to a phone as well, the conversation lasted 2 hours 10 minutes with replies taking up to 20 minutes each, I was offered a 128gb iphone 12 and airpods for £31 a month, I agreed to this, was then left hanging for 25 minutes whilst operators changed, then another 20 minutes whilst the operator read through what was agreed, he then told me what I had agreed to, which I said was correct, 15 minutes later I got a reply to say what I was offered wasn't actually a offer, so i've wasted 2 hours 10 minutes and ended up with nothing.
The operators names were Sue and Merlowe.