The only way you'll get anywhere with Virgin Media is to go to the Ombudsman I'm afraid.
They don't have a complaints department and customer services just send messages to back office to 'resolve' matters but the messages just end up in an abyss.
No one will call you back I'm afraid, the function doesn't work. I've got a thread on here already and it took 8-10 weeks for VM to resolve my Netflix issue which was created by VM.
I was promised credit and low and behold it's not materialised as they are simply incompetent.
Going to the Ombudsman is the only way forward as at least that way you can force compensation as the Ombudsman will sort it.
Virgin Media are known for awful customer service and complaints handling but they'll never do anything to improve it unfortunately. There's no incentive to.
Document everything you've got in relation to bills, being charged twice, when you've raised concerns etc and just go to the Ombudsman with it.
VM have a complaints procedure on their website however they don't actually follow it through. When they receive a complaint, online or on the phone, they simply email back office and then click resolve and the notes always say that they have left feedback. That's it. You won't get a follow up call, you won't get an email. You won't get a deadlock letter etc. They simply don't know how to follow a complaints procedure and just don't in the hope that you'll just give up. They literally just wait to deal with complaints via the Ombudsman and not direct.
Good luck as, honestly, you will need it with this firm.
