No response from Complaints. Need key facts about my contract and account.

Hi,

Can anyone help me untangle this situation.  I honestly can't work out what is going on and every response I get from Complaints is the same template with key words changed. None of which address the actual issues.  I have copied below the summary I sent to complaints two days ago when they wrote to say the were closing my complaint because we have reached a conclusion.  

This is my understanding of what has happened.

I contacted you regarding moving house. At that point the web chat employee put me on a new contract, without informing me and despite me repeatedly and expressly stating I did not want to make any changes to my contract or package.

Subsequently I checked my contract on my account and you appeared to have given me a new contract, which doubled in price in May 2025 for no apparent reason and was for 18 months in length.  When I tried to complain about this I was told that it was a mistake and I said that I wanted to discuss leaving but that I needed information from you first.  During that web chat the agent just seemed to disappeared, so I gave up and signed off the chat.

You then, later that day sent me a disconnection notice despite the fact that at no time had I confirmed I wanted to disconnect.  

On 16/11/2024 I requested the following information from you and I am still awaiting a response to this specific information, without which I cannot make an informed decision about this account.  

I asked you 

"If my old contract remains valid as you say please advise how much time is left on it and what the monthly charge will be until the end of the contract. This will inform my decision as to whether to proceed with the cancellation.

Please also provide a breakdown of the Early disconnection fee and how that is made up. It seems to be an excessive amount."

And

"Additionally could you please attach a copy of my original contract, I wasn’t able to access it yesterday and I would like to see the conditions for myself and have it available for our ongoing conversation."

and

"Could you also confirm the details of the 14 days cooling off period. Seeing as you, albeit mistakenly, put me on a new contract, without me asking.  Please explain why the 14 day cooling off period doesn’t apply.  Because it could be seen that you are choosing to revert to the original contract note you know I want to cancel to avoid me being able to use the 14 day cooling off period  to my advantage."

I respectfully request that you answer these questions as soon as possible. But definitely before the end of the 14 days since my new account started on 23/11/2024.

So, I don't know if this makes sense to anyone reading it. I hope so, but also I have been in this circle of communication hell for two weeks now and I'm not sure anything makes sense to me anymore.

What I want to do is either

get VM to agree I am on my original contract and I will then see it out until the end of that and cancel with no cancellation fee imposed - If they will tell me when that would have been, I can no longer access it in my account page.

Or get them to agree that they have put me on a new contract without my agreement and without fully discolosing the terms and that I can cancel immediately due to the 14 day cooling off period. 

But seeing as they won't answer any of my requests for facts about my own account I don't know what to do.

I will add that they do keep requesting I call or Webchat but I don't want to do this without understanding myself what contract I am on and what my rights are.  I also have a processing delay due to a medical condition and I need time to read the email, process and understand what it says and then respond. That is not possible in a phone call.

Can anyone here suggest my next steps, or advise me if I have misunderstood something in the process and what they have done with my contract, without my consent.  

Thanks for reading