Forum Discussion

davidwr94's avatar
davidwr94
Settling in
22 hours ago

Charge for return of kit

Hi

I recently disconnected my VM service. A few weeks after my disconnection VM emailed me to say that I should have received packaging to return my old kit - I never received this so not sure what happened there, but I immediately requested new packaging to be sent to me to allow me to return the kit. The packaging arrived and I returned all of old kit straight away. A couple of weeks later I received an email saying I was being charged £165 for not returning the kit, so I spoke to someone on web chat to explain that I had returned it and they said they'd remove the charge. Today (about another week later) I received another email saying I would be charged £130 for not returning the kit.

We all know the communication within VM is poor, but it seems particularly negligent in this instance and I imagine others have had the same problem. What can I do to stop VM from keeping trying to charge me for this?

Thanks

2 Replies

  • JPL8's avatar
    JPL8
    Rising star
    22 hours ago

    I had an issue like that with some old kit a few years back. One team told me to recycle it and then another sent me threatening letters saying they’d take legal action if I didn’t return it. Took weeks to sort out and the threats kept coming even after they’d said they’d stop when I showed them the messages telling me to recycle it.

    Make sure you keep all your correspondence, even after you think it’s sorted .

    There’s zero communication between teams at VM. They don’t know they’re a**e from their elbow and its customers that suffer for it.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    18 hours ago

    Hi davidwr94 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns with the charge for returning equipment. 

    Checking the systems on our side, we can see that you have since spoken with the team, who seem to have answered your query. 

    If you need, you can track your return via the Yodel website here. The receipt should have the tracking number on it, should you need.