Returned kit missing.

After being a Virgin media customer for 20 years I sadly have left for another supplier.

To paint a picture I have never missed a payment with a perfect account record paying over £15k to Virgin media over the years.

My return package arrived which I packed correctly and took to the parcel shop recommended by virgin.

The store scanned the parcel but, the receipt printer wasn't working so, they took an email address.

Virgin haven't received the parcel. And I am now being threatened with a £245 charge (my account closed +£150) and I have patiently waiting for this refund which hasn't arrived.

I have called the customer service team an twice have got nowhere.

A very sad end to almost 20 years of customer loyalty.

Has anyone else had a similar experience?

How did you resolve?

Thank you.