Forum Discussion

Anonymous's avatar
Anonymous
2 months ago

Returned equipment but now being threatened with charges

Hi all,

 

I ended my Virgin Media contract and received a returns box through the post to send back the equipment. I packaged everything up and dropped it off at a Yodel store as instructed, and didn’t think anything more of it.

Fast forward three weeks and I am now being contacted and threatened with charges for allegedly not returning the equipment

I have tried speaking to Virgin Media support but they have been very unhelpful. They are asking me to provide proof of postage from three weeks ago, which I have never been asked to keep by any company before. When I asked if they could provide the tracking number so I could try to find it, they said they couldn’t give me that either.

At this point it feels like I’m going around in circles with both the social media team and email support, with no one actually listening. It’s incredibly frustrating, not really something I want to waste my evening trying to sort. 

4 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    The assistant in the yodel store should have scanned your parcel label and given you a receipt which you should have kept as proof of postage.  That receipt includes a 7-character code which is used to track the parcel online at collectplus.yodel.co.uk/track/new

    It may be that the equipment will still show up at VM's end and then be allocated to your account.

    Customers often see emails regarding return of the hardware device(s), even though they have sent the equipment back as the emails are automatically generated by the billing system. VM can't update the systems if the equipment is showing as still in transit. The returns are scanned in bulk so it can usually take between 7 to 10 working days for the systems and the billing account to be updated and any erroneous charges removed, or refunded if already paid.

    When a member of the forum team picks this up they might be able to trace the return by the serial numbers of the device(s)

    • Anonymous's avatar
      Anonymous
      2 months ago

      Thank you for your reply. 

      I am sure I was given proof of postage at the time. However, as I have never previously needed to retain one for any company, and after receiving multiple emails stating that if the equipment had been returned there was nothing to worry about, I did not keep it.

      The tracking information is what shows where the parcel is and whether it was delivered. A proof of postage alone does not confirm its location, only that it was handed over. I don’t believe for one second Virgin Media doesn’t have a system to check the trackings for the return labels they’ve bought.

      I have no use for a old router that can’t do anything without an active subscription.

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team (Retired)
        2 months ago

        Hi Anonymous 👋.

        Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with equipment returns. This can be down to to number of reasons as to why we are asking for any evidence that you have in order to locate it easier. So that we can look further into this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina

    • roy247's avatar
      roy247
      Hero
      2 months ago

      The assistant in the yodel store should have scanned your parcel label and given you a receipt which you should have kept as proof of postage. That receipt includes a 7-character code which is used to track the parcel online at collectplus.yodel.co.uk/track/new

      The person in the Yodel store I went to said they don't do that anymore, you enter your email address in the machine he scans the box with and you receive an email receipt. Yodel being Yodel I didn't receive anything.