Numbers is right. Document every contact with VF but don't expect any sense from them. As early as possible, also contact the ombudsman. They will give you a generic complaints dept email address at VF that will spew auto-generated responses but never answer any of your specific questions. Prepare for more incompetence from VF at every turn, and a long battle. Sorry to sound so gloomy but I've just concluded a case with VF (a technical issue with their service not a billing issue), and I can safely say I've never encountered such a nasty, inefficient, and plain idiotic company. The ombudsman, on the other hand, I cannot speak more highly of. Thanks to their intervention, I eventually received some compensation but only after about five months of emails, phone calls, and complaints (aimed at VF). Stick with it and good luck.