If l was you, write a recorded delivery letter to Sir Richard Branson and VIRGIN HEAD OFFICE, l believe it is in North London, and your problem should be sorted, don't bother sending it anywhere else, as you won't get a reply.
Go onto the VIRGIN GROUP website and the head office address will be there, I wrote about seven letters to the customers service address, emailed them, about five times and got no where, l wrote to Sir Richard and the matter was dealt withon about a week. send copies of the letters also, best of luck.
