Forum Discussion

Hedawo's avatar
Hedawo
Just joined
23 days ago

Returned Equipment 'lost' by Yodel & I was billed

Hi everyone, We recently moved house and the new house was not serviced by Virgin - the purchase was delayed but we went ahead with the sale, so as not to lose the buyer. As we couldn't cancel our Virgin broadband until we had exchanged contracts, this, by default, meant we gave less than 1 mth notice so we were charged £50. This can be refunded, but only if we send proof of our new home address within 30 days of cancelling - not able to - as we are still in 'holiday' rental(s) and move every week from one to another, whilst awaiting exchange of contracts on our new home - 7 weeks so far...

We got the Virgin return postage label & box, sent to the new house and had it collected by the estate agent. We packaged up the router, tv box, cables & remote and dropped it off at a Yodel store. Yodel tracking still shows as 'We have it' and 'your return in on its way back to Virgin Media' - however, it's now been over 5 weeks & Virgin have not received it & have billed us £155 for failing to return the equipment.

How can a courier, under contract & paid for by Virgin, not be held to account for losing parcels, and, how can Virgin, invoice customers, when their own courier has received the equipment but it's 'lost in transit' somewhere and didn't reach Virgin?

I would respectfully ask that my £205 be returned and the Yodel return system be reviewed for flaws.

Yours sincerely,

E J Browne

 

 

6 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    23 days ago

    Hi Hedawo 

    Welcome to the Community Forums. 

    Sorry to hear that your equipment return is still showing with Yodel after 5 weeks. 

    Have you spoken with Yodel regarding the delivery? Have they confirmed that the return has been 'lost'? 

    The charges placed on the account are automatic and are also removed once the equipment is successfully delivered and processed on our side. If Yodel still has the return, then once this is received, the charges are removed for the equipment that is returned to us. 

  • Hedawo's avatar
    Hedawo
    Just joined
    23 days ago

    Hi Carly - thanks for your reply - much appreciated.

    The parcel was dropped off on 5/6/25 and it should only take 10 days according to Virgin - already at 33 days and the tracking is still showing the same message - Yodel have it somewhere....

    Virgin will have more of an idea what has happened, as I'm sure this is not the 1st time a parcel has got lost in the Virgin/Yodel system. Why is it the customers responsibility, to prove that Yodel lost it, when it's obvious that, by their own admission, they received in onto their tracking system, so by default, I no longer have it & their nominated courier has it somewhere?

    Not having a go at you, it's just that the returns system takes the money from the customer and doesn't withhold it from their payment to Yodel....seems loaded against us ....

    Kind Regards,

    E J Browne

     

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      23 days ago

      Thanks for getting back to us Hedawo 

      We don't have any access to speak with Yodel on a customer's behalf, nor do we have our own tracking systems for the delivery/return on our side. Which is why we would ask the questions to reach out to Yodel via their support to find out what's happening with the return if the tracker is not showing any updates. Yodel will be able to check on their side and inform the customer of any incidents. 

      You can reach out to Yodel via their webchat to get more information available on the return than what the tracking page provides, as it's gone beyond the expected delivery date. 

      We do not have access to any Yodel contacts internally or Yodel systems to be able to check this on our side. Please do keep us updated with what Yodel advises through their webchat support. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    23 days ago

    Yodel are Virginmedia's agent, paid by Virginmedia to deliver their equipment.  If Yodel lose the parcel, that's between them and Virginmedia. 

    Once you have given the parcel to Yodel and obtained a receipt, that is the end of your responsibility. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    23 days ago

    I suspect Citizens Advice would agree.  

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    23 days ago

    talk to your bank - i am pretty sure they will rufund what has been taken and bill VM for it

    as the the reply from Carley_S - do yoe neither read the post all the answers to your questions are there and do you not understand the tie up with VM and Yodel - its not for the customer to contact anybody he has done wat was asked - its for you to actually do something rather than trying to get rid of the problem - so get involved and sort it