Charged for returned equipment

[CMD1661]

Dear Virgin Media, 

Despite returning my WiFi box, I have still been charged £40. I spoke to a member of your team last week and they said that it was incorrect and would be sorted. However, today the confirmation of charge has come through and I have been unable to speak to anyone to resolve this. 
Please could you direct me to someone who can help me remove the charge. 

Many thanks

[Carley_S]

Hi @CMD1661 

Welcome to the community forums 

Sorry to hear of your concerns with a charge placed on your account for unreturned equipment. 

We haven't been able to locate you on the systems at our side. How long ago did you post the equipment back to us? Was the equipment collected or did you send the equipment back yourself? If so, do you keep your returns receipt as this has the tracking number so you can track the return. Once the equipment is received by us, the charge is removed from the account.