Incorrect Kit linked to account

[MT1971]

My account closed on the 15th December 2023. I returned the Kit I had (tv box and wifi router hub 3). I received an email from virgin saying this had been successfully received and returned. In the same email, they said I still had outstanding kit to return which is a tv box and wifi router hub 3 of a different serial number to what I had. I’ve never had these items. How do I clear them from my account? 

[Arissa_H]

Hi MT1971 👋🏼.

Thank you for posting and welcoming you with big virtual arms onto our community forum 🤗.

Sorry to see you are no longer with us and that you are having issues with returning the kit ☹.

I can have a look into this for you by looking into your account.

Before I do this I will have to private message you to further investigate 🧐.

Please watch out for the envelope ✉.

Thank you.