Virgin set up an email on my account that i cant use are they retarded ?

had to phone virgin when i tried to login to create an online account to manage our service, to my horror it seems virgin/o2 had created an email address linked to my account i had never heard of or used ! customer support lady said virgin did this, yet because of that its impossible to reset the account as i dont have a password for an email i didnt set up ! you can make up the hell that is trying to deal with virgin media !

is there a human being at Virgin capable of solving this crazy issue ?