VM changed my Netflix to Netflix with Ads without permission
Hello. I recently agreed to a new contract which specifically stated it would be exactly the same package as my previous package but with a jump in price from ~£75 to £90.08. I have multiple emails of proof of the contract I agreed to. I thought all was done and dusted... On 22/10/24, I got an email from Virgin Media saying "Thanks for making those changes" when I had NOT made any changes, and it states I have changed from Netflix Standard to Netflix Standard with Ads - and that I had been sent a new contract. My account now says this is my contract and says that I have "agreed" to it which is NOT TRUE. I did not agree to this contract. I would like my previous contract re-instated, the one I agreed to, but I seem to be getting nowhere when contacting Virgin Media. I then tried to submit a complaint and I got a wishy-washy response and it says if I want to respond to the complaint I have to scan a QR code (which is not a useful method of following a link on a laptop) however, when following the QR code, it takes me to the old WhatsApp messaging service so I don't see how I can reply to the complaint? I'm really disappointed - should I put up more of a fuss? I've been with Virgin since broadband day 1 (NTL) and always recommend them to friends but I feel really let down. The VM announcement about Netflix with Ads is that it would only be given to new customers so I don't know why I have been downgraded and still paying the same amount...