Twice there has been no collection of old equipment

I got an email telling me i will be charged for non return of equipment but at the same time i have arranged a collection twice, and both times nobody turned up to collect. I understand that it is now a drop off service but my nearest store is a little far and i don't drive.

It's now been over a week since i got the email about the charge, checked my virgin media account and there is no sign of any charge, nothing in my bank either, my direct debit closed on it's own.

Anyone else been in a similar situation?