Thanks for your post and welcome to the community. I am sorry if you haven't received your new SIM card.
Can you please confirm if you have moved home at all since being a Virgin Mobile customer and did you update your new address with us? Just so we know that if this is the case, we can pass security with you (being that you're the account holder) and update your address on our end, so we can arrange for a replacement SIM to be sent out to your correct address.
Just wanting to clarify that you mean you're looking to change provider? If that's the case that is really disappointing to hear. If there's anything we can do this end to turn things around please let us know. We'd be sad to see you go.
I am sorry that you are unhappy with the call charges you've received, I can appreciate you're reasoning for this. Please know that if you do ever need to get in touch, you can call us for free on 789 from a Virgin mobile or on 150 from a Virgin landline.