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
