Please return the unused Virgin Media equipment

This is very concerning, I too am being threatened being charged £40 pound if I don't return their old Hub 3 but the irony and frustration is that I spent days trying contact Virgin to take their old kit back and contacted them online, on the phone and they kept telling me they will send out returns kit but thus over 2 weeks and haven't received any??

But, they don't seem to have any problem reaching  me to tell me they are about charge me (maybe already have) £40 pounds for not returning their kit?

I mean, how the hell do you even get to this situation I have no idea with lots Virgin customers having the exact the same or similar issue, returning old kit?

Is that a way of Virgin making extra money off us? 

Not a very good way to keep loyal customers.