Horrible service and the managers are the same

Virgin active devices to debit my account after a payment was done,I had called in to get assistance and was advised that it’s all sorted and they received payment and wouldn’t debit again.I call in speak to a manager Leslie who advised that she would call back and nothing.I’ve now received emails about a refund that I didn’t request,I asked for the ombudsman or consumer details so I can report them and nothings been done.The lack of service is disappointing and concerning.