It added Netflix even though I already have a subscription, and even after a five-hour chat, it hasn’t been removed

I’ve been a Virgin Media customer for more than 20 years but I am at the end of my tether over a £17.99 a month charge for streaming subscriptions that keep on mysteriously appearing on my bill.

Our contract is for TV and broadband at £55 a month. We pay each month by direct debit and never use any extras or charged-for services. We have separate subscriptions for things like Netflix and Amazon Prime and pay for them directly.