Have been with VM for 15+ years. Recently changed our package to a lower monthly figure yet when we get our bill it is £5 higher than the confirmation e-mail confirming change of package. Have phoned twice and each time have been told that there is NO record of a Change of Package e-mail being sent out. They won't honour my new lesser package total and won't give me a contact e-mail say I have to send a letter to them by snail mail. You would think a media company would have an e-mail address or are they getting so many complaints to many to handle. I am now contacting Financial Services Ombudsman for help to get this sorted. I know it is only £5 a month difference but for 18 months is £90 more than agreed.