Forum Discussion

Elemwai72's avatar
Elemwai72
Just joined
4 hours ago

Charged for non-return of equipment

I left Virgin Media last month, after having been a customer for some 15 years, as I moved to an area which doesn't provide any service.  I returned the equipment in the box provided, following all instructions, and have a 'proof of postage' receipt from the Yodel handler I sent it from.  As I knew I had done this with due diligence, I 'ignored' the follow-up emails from Virgin Media, as advised.  I have now been charged £135 for non-return of said equipment.  Looking through the forum, this appears to be an outrageously common complaint.  I would like this remedied, and my money refunded without delay please.  Thank you.

2 Replies

  • anne1974's avatar
    anne1974
    Joining in
    3 hours ago

    Hi. this has just happened to us with our old router return- they sent a bill for non return the very day we received our new kit- but we have an email from Virgin saying they've received it 5 days later so end of story as far as we're concerned.  You have proof from Yodel that you sent it so its up to Virgin to fight with Yodel if they must.   It is a real pain but keep on at them over the phone  and send them a photo by email of your proof of postage - hopefully it will help.  Some of the call handlers are ok

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    9 minutes ago

    Hi Elemwai72 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing with equipment charges. So that we can assist you we would need to bring you in for a  private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina