Multiple emails asking me to return kit despite my contacting to say I am not leaving virgin

[EFitz]

I keep getting emails from Virgin asking me to return kit. I've contacted them on three occasions through chat and on the phone and explained that I've extended my contract and I do not need to return any kit. On each occasion, the staff have apologised and said it wouldn't happen again and I still get a weekly request to return kit. What can I do?

[Tom_W1]

Hi @EFitz thanks for your post although we're sorry to hear of the concerns you've raised here surrounding return kit email.

When you extended your contract, did you change anything such as the type of TV Box or Hub you have for example?

What is it that the email is asking you return please?

Many thanks

[EFitz]

Hi Tom

i didn't make any changes to my contract when I renewed and I have the same hub as before. 

I keep being asked for:

Wi-Fi PodPlume Super PodXAAJ1271045E

WiFi PodPlume Super PodXAAJ12710664

I have phoned and messaged three times now but keep getting the emails and texts.

thanks very much for any advice you can give

Best wishes

Emer

[Tom_W1]

Hi @EFitz thanks for your reply - no problem.

Please allow me to send you a PM so I can look into things further for you, kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks