Equipment return scam?
So I finally managed to cancel my contract (after hours being transferred on the phone) and was told I would need to return my equipment so Virgin would send me a returns kit to do so. I was warned I would be charged £40 if the package wasn’t received within 30 days. I waited the advised 10 working days for the returns package to arrive - nothing. Waited another 2 days - nothing. Reordered the returns kit on the phone - “no worries, we will send one out within 3 working days” - never arrived. Reordered a second time online - never arrived. Now I can’t officially complain to virgin as I am no longer an “active customer” since my account was disconnected the same day they charged me, convenient right? Am I truely expected to pay £40 for this? Seems like a big scam to me.