Request to return kit i have not received

Hi,

I recently moved to Volt, and in that package virgin stream was included, customer services delivery setup for the stream box, and when the parcel arrived, there was nothing in the box, aside from cables.

So i contacted support, and they arranged for a re-delivery, this delivery did not arrived at all, so after a few weeks i contacted support again, 3rd times a charm and the stream box arrived,

Today i received an email saying i need to return 'a' stream box or be billed 45, 

I currently only have 1 stream box,

It took me weeks to get just this one, i feel like im going one step forward, two steps backward with this whole enquiry so far.

I can provide the serial number that the 'returning our kit' email includes, but as i said, they never arrived, hence the 3rd order .

I have no idea if forum staff can even determine my virgin account from my forum details, so i would much prefer to speak to someone directly

All the best