Virgin media uninformed charges

towner11

I have just received my virgin bill and to my surprise i had been charged an extra £44. When i phoned virgin i was told that this was for an engineering charge. Nowhere in any of my letters from virgin or in any phone calls was i told i would have to pay for the engineers visit. So i wrote to virgin and said so. i even got a reply! it said:

blah blah blah
I'm sorry that you were not informed of the additional £44 engineer charge this charge is based on blah blah blah

nowhere in the letter does it say that i will get my money back, but if i wish to speak to him regarding this matter please contact on blah blah between 10 and 4.30 mon to fri.
that's fine except i work everyday and start earlier and finish later than this time scale so i cannot phone.

is there not a consumer right that i don't have to pay if i wasn't told i would be charged?

Any help would be appreciated.
Thank you