VM say all my Equpment was not returned at the end of my mother's contract, but I sent everything asked for
Following my mother's death earlier this year, I took overpaying for her VM account while the house was being sold. I cancelled the account effective the start of May and ordered the return package. The package arrived (after I raised a complaint as it never arrived in the six weeks it took to end the contract).
The website asks for the following equipment to be returned:
I sent back the router and Tivo box plus remote and cables (photo attached).
Today I got the SMS saying:
Just a heads up that we only received some of our kit back from you. You can find a full list of everything that needs returning on the email we sent. Tap the link to order more prepaid returns packaging virginmedia.com/returnspackage
Any charges that had been applied for the kit you returned will now be removed.
So:
- I returned all the equipment VM asked for - both in the returns box instructions and according to the VM website.
- If I didn't, why are VM removing the charges for returning the equipment?
How do I find out what it is that VM think I haven't returned as I followed the instructions in the box to the letter?
The whole experience of dealing with VM at such a trying time is one I would never want to repeat.
Mike