disappointed

i have sent emails to virgin to tell me my problem, all they have done is to send me case numbers and tell me someone will get back to me but no one seems to care enough about my problem. im very unhappy with the service I received from them and all they seem to acre about is me paying their premium. how am I supposed to pay when you don't even pay attention to your clients and their needs. if nothing is done about the query I will have to take this further.