Misleading Sales

Once again my contract is in question. I get a call from your accounts department claiming arrears on my account. When I questioned it I was told there was the teansfer fees for the upgrade, which I will pay, and the account is 14% more due to VAT. I questioned that as the price I was given was the price less 14% with no mention that VAT will be added. I tried contacting the contracts department, with no answer, then customer care. Customer care, firstly I am told that the 14% is not VAT but the last two months of my old contract, which I have never heard of after multiple upgrades, then that they could not assist as this is a contracts issue, which shows that customer care does not work, once again I get put through to contracts, no answer.