Harassed for kit collection

[San_jose_1401]

I think Virgin media is harassing me. I left them in July and I have them the updated address and they posted my final bill to the new address and told me they will come for kit collection in first week of Aug. However, for kit collection they went to the old address. I mailed them I don’t live there and then submitted a new address; which I suspect they already have on file. Since then -I have been mailed and told they will charge me for kit 8 times and each time I have called to update the address. Yet such is the incompetence that I still have not received the kit for returning. During the last call, I told the agent that I can return on my own- if they could just email me a prepaid address thing since I have the old box- he was really rude and started scolding me that they have updated the address and I should wait and I will get the kit to return. Today I got an email saying they are again sending it to the old address or else I will be charged. And I have not received anything on the new address. I am tired of having to deal with this. The agents are sometimes very rude and say these emails are just marketing emails and I should just trust their word. Yet actions speak louder. Please send me a return address slip that I can stick on the parcel or just stop mailing and harassing.

[Robert_P]

Hello San_Jose_1401

It's disappointing to hear of the problem since leaving and returning the equipment, we appreciate the frustration this can cause and you raising this via the forums. Welcome to the community.

I'm eager to get this looked into further for you and resolved so will send you a Private Message to get some more details from you. I look forward to hearing back from you and getting this investigated further.

Thanks

Rob

[newapollo · Accepted solution]

Hi @San_jose_1401 

You can actually print out and use your own returns label.

I hope this link helps https://www.collectplus.yodel.co.uk/virgin 

After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store. - Include a covering letter with your name and account details etc.

use either or both of the following links to find your nearest store

https://www.collectplus.co.uk/find-a-store 

 https://www.collectplus.yodel.co.uk/store-locator?v=2. 

[San_jose_1401]

I had tried this link- it asks for collection reference. I don’t have that even. So I dunno how.

[San_jose_1401]

Oh never mind it works now. Thanks

[Robert_P]

Thanks for letting me know San-Jose_1401 and glad to hear this has now been resolved.

Rob