Returning old V6 box via Yodel

Hey, guys! I have not seen any recent reports of the delay in returning a unit to Virginia Media. Even though I was ill, I made sure I took my old V6 box to my closest Yodel outlet on 10th July, a day after the engineer came to sort out Netflix on the new unit. Ever since then  it is stuck at the  National Hub. Today we got an email and a message from VM saying if we don't return it, we will be charged. My husband spent over half an hour reporting this but I am wondering, seeing some past reports of delays from Yodel, why another method of return has not been considered. We are an elderly couple and it is stressful to get messages such as these! I know we will be advised to keep the receipt, which of course we have, but we don't want to charged for the kit and then have to try and a get a refund. We have generally been very pleased with VM since we signed on, but we don't need this! I know VM personnel  check in here from time to time and if this could be looked into, I'd be most grateful