EoC, Closing Bill & Equipment Return

[miserablegit]

Just a couple questions:

1. How long typically does it take Virgin to confirm receipt of returned equipment as the "Your cancellation" page still shows my return as outstanding?
2. My service ended 6th Jan 2024 but closing bill covered period to 10th Feb 2024. When should I expect the difference to be refunded?

Details:

• 18-month discounted period of contract was due end 11th Jan 2024.
• Cancelled service 7th Dec 2023 (so >30 days' notice given) to finish on last day of discounted period.
• Phoned VM 15th Dec 2023. Told contract & service now ending 29 Dec 2023 (!) so would not be charged non-discounted rated bill but in fact the opposite in that my last bill is the closing bill and I would get a refund on DDR taken 15th Dec 2023 as the service is finishing before 11th Jan 2024.
• Phoned VM 23th Dec 2023. Given absolute unequivocal assurance that I would not be charged a non-discounted rated bill.
• 29th Dec 2023: Closing bill raised at full non-discounted rate!
• Phoned VM 30th Dec 2023 to query the bill and direct contradiction to the unambiguous and explicit verbal assurances from VM helpline staff. Was told that service would now actually end 6th Jan 2024 as this is 30 days from cancellation notice!
• Service ended 6th Jan 2024.
• Phoned VM 8th Jan 2024 to chase up return packaging (as Yodel supposedly trying to deliver since mid Dec).
• Return packaging received 11th Jan 2024. Equipment handed over at Yodel point 12th Jan 2024. Yodel tracking says return to VM completed 17th Jan 2024.
• Full-rated 'closing bill' amount debited from bank 15th Jan 2024.

[newapollo]

Hi miserablegit 

Returned equipment is scanned into the systems in batches so it can take a couple of weeks to be matched to your account. Once scanned in then the account will be automatically updated, in the meantime you may still receive automated emails asking you to return the equipment.

Did you keep a copy of the tracking receipt that should have been given to you by Yodel when you handed your parcel over? If so you should be able to check the parcel status and see if it's been delivered to VM yet.

[miserablegit]

Thanks @newappollo for the help.

Yes I have the Yodel drop-off point receipt and, as I wrote, "Yodel tracking says return to VM completed 17th Jan 2024."

[miserablegit]

Not long got an email and a text thanking for equipment returned to warehouse and that any funds paid will be refunded. Both seem generic/automated and say nothing about the closing bill raised by VM and refunding this pro rated though!

[Daniel_Et]

Hi @miserablegit, thank you for your posts.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[miserablegit]

Hi Daniel,

Thank you for helping to sort out closing the account and the refund.