Forum Discussion

Fabs's avatar
Fabs
On our wavelength
14 days ago

Wrongly charged for non-return of kit

Received a letter today informing me that I'm being charged for not returning a BB router kit. In fact, I returned it on 21 December and have the Yodel receipt to prove it. But, incredibly, there's no contact info! How can I respond if no address, number or any other means is provided? Please advise.

  • Hi Fabs 

    Welcome back to the Community Forums. 

    Sorry to hear of you concerns with a charge for unreturned equipment. 

    Does the tracking on Yodel tracking show that this was returned to us?  There should be a tracking number on the receipt you mentioned. 

    • Fabs's avatar
      Fabs
      On our wavelength

      Again... Thanks for the suggestion Carley. It's marked "Returned to Virgin media" but Virgin media doesn't seem to know that - could you confirm that will be put right now?

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team

        I'll pop you a PM so we can take a closer look into it for you Fabs 

        Speak soon!

  • Sorry to hop onto this, but I'm having a similar issue. I cancelled my services on 13th December, and then received multiple 'your packaging has been delayed' messages by email and text. My packaging eventually turned up on 3rd Jan, and I packaged and returned my equipment on the same day. I've now received notification that I'm being charged £155 for non-return. Yodel tracking confirms that VM received my equipment last night, but I'm now stressed that VM won't process the return before a final bill is generated with this charge. Tried to complain through my online account but, as I'm no longer a customer, the system won't allow it as my account is no longer active. 

  • RanV's avatar
    RanV
    Joining in

    exactly the same as Pauls259! Return kit arrived only 6th Jan. We sent back all equipment and cables on the same Dat. Yodel showing you took it on 7th Jan, and on 9th of January, it stated "Processed at National Hub". No further updates since then despite it's been a week now (3 working days since the last update). Got an email from VM stating they'll charge me £155 for no return on 19th January. 

    This is shameful, as Virgin Media took many weeks before they sent us the return kit (we had to ask them to resend as "their first attempt" never arrived). looks a bit doggy that you on purpose not in a rush to send or receive those return kits, but in a massive rush to charge ex clients an outrageous sum. 

     

    Please contact me via email as soon as possible, confirming you will not charge us anything (but instead, you should provide us with a refund for the bill you already charged), and close our account forever!!!

    • pauls259's avatar
      pauls259
      Joining in

      I'm going to withdraw my query as I've now received notification that the return has been processed by VM and the charges removed. 

  • Fabs's avatar
    Fabs
    On our wavelength

    So, not only has this taken so much time and effort that I could have expended elsewhere, but it's been very distressing to be accused, found guilty and fined (though completely innocent!) - all without being provided with any ready means of responding to the charge. That's not just injustice, it's also bullying. How many customers without the ability to fight back have suffered the same fate - thousands, I'm sure. We've already had two others piggybacking on this thread and a quick forum search shows it's a recurring problem that needs fixing. Customers should be provided with the right and means of response to whatever they're accused of when the accusation is made and before being condemned and penalised. Surely that's a basic right? And why do some of my more 'troublesome' posts keep disappearing? Also, I would like to claim compensation for the time and distress this has caused me.

     

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi Fabs 👋 Thanks for returning to the thread to keep us updated. 

      We appreciate your frustration given the experience - our sincerest apologies! 

      As you are already in a PM with my colleague, please send them another reply to let them know you don't feel this matter has yet been resolved, and we can help get a complaint raised for you, and discuss what further you are looking for as a resolution.

      Please do be aware there's some updates happening to community and so posts are now showing differently and in a different order. You can read a bit more about this here 👉 https://community.virginmedia.com/blog/Digital-life/imminent-community-upgrade/5609159  - Thanks for your patience whilst this all completes. 

      Please feel free to return to this thread to keep it updated following further contact with us via PM to help resolve things. All the best. 🌞