[BenMcr]

So let me get this right.

You left the company before it became Virgin Media, and then tried to tell people how to do their jobs over a year later? Did you not consider at all that company policy and procedure may have changed in that time?

No wonder no-one was in any mind to help you more than the process says.

Why on earth did you think it was ok to ignore a letter sent to you warning of High Usage. Would it not have been better to talk to Virgin then?

As for what you 'know' Virgin can do, it is severely out of date. What you tried to get the Credit Services team to do is not current policy and would likely cause the agent to get pulled into a meeting with their manager