Forum Discussion

Anonymous's avatar
Anonymous
5 months ago

charged £155 for kit i have returned

I recently left virgin media and returned my kit,  i sent it back on 03/09 via Yodel in the prepaid packing that was sent to me a few weeks ago.

Today, 16/09,  i got a text telling me i have been charged £155 because i did not return it/it hasn't been received yet?

the tracking information at Yodel confirms i sent  on 03/09 it and at its was despatched from the Yodel depot (to VM) on 05/09. i contacted Yodel and they told me it was 'delivered in bulk' back to Virgin Media but wasn't signed for (due to it being a bulk delivery).

So my kit has been returned as requested, it seems it has gone back to Virgin more than a week ago,  but I've been charged for it with no way to contact them or trace whats happening (no wonder i left!)

(the virgin returns info and texts etc don't have any form of contact information to follow this up and calling the normal telesales offshore call centre #'s will be  a waste of time, i doubt they have a 'script' for this)

 

  • Robert_P's avatar
    Robert_P
    Forum Team
    5 months ago

    Hello nochance

     

    Sorry to hear of the concern caused by the recent contact in regards to charges for the non return of equipment, we can understand the frustration and appreciate you raising this via the forums.

     

    Firstly, the messages sent are automated, these are sent after a certain period of time after a disconnection, you mentioned this was sent back on the 3rd September and forwarded by Yodel on the 5th September. Once an item is received it will go through a checking process to ensure it isn't damaged or faulty and once this completes the equipment is removed from the account.

     

    This would be when any charges applied are removed also and can take up to 10 working days from receipt to completion of this process.

    • Anonymous's avatar
      Anonymous
      5 months ago

      thanks for replying, so they're quick to chase and complain/threaten customers via automation, but very slow to action anything,  hopefully  it should be sorted in 2 or 3 days (10 working days).... it would be nice if they just gave some feedback during the process like acknowledging receipt. (or to show some indication on the account details too, but it doesnt).

  • Anonymous's avatar
    Anonymous
    4 months ago

    so today finally (on the working 10th day after VM receiving it back) i got a text and email acknowledging the return of my kit , in fact they sent it twice. I'm sure its nothing to do with my raising it here purely coincidence 😕.
    Still it leaves a bad impression though that VM are quick to remind/threaten/bully via automated emails and texts but so slow to actually do anything (and if they know the process might take so long, ie 10 days after receipt, to simply scan an item back-in,  why not inform customers of that up front, or even better just delay sending those messages a bit longer ?).  

    so now i just need to hope they might get round to refunding me the £103 monthly fee i was (still) charged after having been disconnected and showing as a credit on my 'closed' account.

  • Anonymous's avatar
    Anonymous
    4 months ago

    damn virgin media  so this morning i got a confirmation that my kit was returned all good,

    BUT this afternoon i have received a bill charging me £155 for the kit that has been returned

    it really is (and apologies in advance) a [REMOVED] farce dealing with this company.

    [MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]

     

    • Anonymous's avatar
      Anonymous
      4 months ago

      i humbly apologise for any offense it might have caused anyone reading the series of asterisks i had put in my post for anyone who might have an inappropriate imagination (and hopefully sense of humour too).