Stream Box Non Return Charge

[marionapuig]

Hello! I jsut received a message from Virgin stating I will have to be charged 45 gbp for not returning a Stream Box Non Return Charge, which I returned with the Hub.

The whole disconnecting process has been extremely painful, and full of bad surprises. First, I had to call twice to get disconnected because the first agent didn't disconnect me, after spending a long time over the phone with him. Secondly, I had a scare when I received a bill three times as large as the usual payment, because the sign up offer had ended and Virgin wanted to charge three times more, when we had already disconnected. I had to call again to understand why they would want that charge, which they credited. Lastly, this issue with the return of the hub and the stream box. I have checked online and prices for this item are 9.99 online but Virgin wants to charge 45! It all feels like a continued effort to try to get free money off customers.

I would appreciate someone getting in touch. I returned the Stream Box!!! 

[Cardiffman282]

Well I'll be darned. I had always assumed that the Stream box was yours to keep after the one-off payment but nope. The £35 is just an "activation fee" and non-return fees of up to £60 are potentially still payable. 

[David_Bn]

Thanks for reaching out to us @marionapuig, and welcome to our Community Forums!

Sorry to hear of the confusion caused over the status of the account and the potential charges.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn