Virgin Media misinforming on multiple occasions

ColetteL

I'm not really sure where to start as there is so much that Virgin Media have done and I'm sure no one here would want to read such a long winded post so I do apologise

I have, on multiple occasions, been given wrong information from Virgin Media.

Here is a summery of the issues I have experianced:
10th April: Call to Movers Team. Account 1 arranged to be cancelled on 5th May, account 2 arranged to be set up on 6th May. Told I would receive two £50 referral cheques via post 30 days after new equipment installation. Was told that my next payment on either accounts would be "end of June"
11th April: (Name of employee removed) called me to double check my direct debit details, again I questioned when any next bill was due, he assured me I would not pay anything until "end of June"
24th April: £79 deducted from my account. Called Virgin and they told me only £9 of the bill was correct and to go to my bank and make an indemnity claim for the full £79.
29th April: Phone line disconnected 1 week earlier than the 5th May account disconnection.
5th May: Account 1 disconnected
6th May: Account 2 set up day. Received bill for disconnected account for £157.65, £78.16 for the "current bill" and £79.49 "owed from last bill". Called Virgin as I was told I had nothing left to pay on the cancelled account only to be told that I had been misinformed about the indemnity claim and I had to pay £81.66 to close the old account.(£2 late charge was added to this bill but it was only "late" because I was told to claim it back via indemnity)
10th May: Payment of £81.66 made.
Roughly 30 days after the installation I called to ask if the referral cheques had been sent as they should have arrived by now and was told that due to the old account closure I would receive a cheque for that through the post and I would just be credited on the new account with £50 but to call back a few days later just to check that it had been credited.
19th June: Called again about the referral cheques but this time I was told that there was no record on my account of any referral cheques and due to the closure of the old account I would not receive that cheque either.
This person said "unfortunately there is nothing to be done here" then to told me to write a letter of complaint and it will be assessed and I will receive a £100 credit.

Now it's 5th June, complaints team have apparently tried calling me but I have not recieved anything so I called Virgin customer services and according to my notes the complaints team have come to an £80 refund conclusion. Apparently "as there are no notes on my account of a referral" they cannot do anything about that as it was supposed to be claimed online yet I was not told anything about an online referral claim and the employee set it all up over the phone. There is also no mention of the fact I was wrongly told to make an indemnity claim then forced to pay it back.

I am sorry that this is very long, I have exhusted myself with phoning Virgin but they seem to make out it is my fault?

My one question is that where do I stand with the amount of times I have been given this information over the phone but they have not recorded it to my account them claim that there is nothing to be done about it