The rules are clear, normally you would NOT have any recourse but your points and their involvement through the process in my view should make them play fair. That misleading paragraph is weird as it contradicts the first in many ways..

with EVERY customer service center I have ever dealt with, you get different stories from different people. All of these (including Virgin) HIDE behind their rules, not what one of their agents tells you (or implies by their actions).

I like the idea of getting a telecon box and telling them I will record their responses. It's so frustrating.

Good luck on this one, you have a good point and should get your refund.

Give them the old "This call is being recorded for training purposes line"