Virgin mobile is a bad service provider

I called virgin mobile to provide me with my arrears balance and also Requested same day collection with the arrears amount even a reference number was given to me Vrnd***7. But the arrangement wasn't deducted as request but instead a cancellation amount was trying to be debited off my accounts which the cancellation Requested for it in November 2015 only now it's being attended to. This is causing me bank charges which I have to encounter for . To be honest I am fed up with this provider . And then the call centre agent will tell you \all our calls are being recorded "but a simple instruction can't be carried out """