Hub not collected and billed after leaving.

[Lynitha1]

I left Virgin on 16/09/22. I booked to have the hub collected today (07/11/22) but no one has arrived. Also I received a bill after I left and, according to my account, I will be receiving one in October. Has anyone else having these issues? 

[Robert_P]

Hello Lynitha1

Sorry to hear of the problems experienced with the pick up of your equipment, we understand the frustration this can cause.

Can you confirm how this was arranged please? Was it via a call to the team? 

We do have these for help ordering returns packaging.

Rob

[Lynitha1]

No I did it online. Received a confirmation email and another email yesterday to remind me it was being collected today.

[Robert_P]

Collection can take place up to 8pm so there is still time yet, does the email advise of a time or a time slot at all Lynitha1?

Rob

[Lynitha1]

No it doesn’t.

[Robert_P]

It could still take place, please keep us up to date with this.

Rob

[Lynitha1]

Ok, thanks

[Robert_P]

Thanks Lynitha1, let us know if you need this looking into further or if no visit is made today.

Rob

[Lynitha1]

No pick up. I’m not happy with this. What happens now?

[Robert_P]

I will send you a Private message to get some more details from you to look into this further.

Rob