Virgin charge for 'Non return' charge - when I have returned the equipment.

[MarkAxx]

Hello - new to this forum but note that Virgin staff have replied to similar threads so here's hoping. I have recently left Virgin. I was sent the packaging by Virgin to return the Hub and TV box (I have proof I did this) The latest bill shows a 'Non return charge' of £90. Could someone from Virgin please confirm this will be cancelled, as you will have had the equipment back by now. Thanks, Mark

[John_GS]

Hi @MarkAxx 

Thanks for posting and welcome to the community. Sorry to hear you've left us and have a charge dispute over equipment.

When did you send the equipment back please? If it's not been 14 days, then please don't worry as it can take this long for us to receive the equipment, scan in and assign. The charge is automated after a certain period of time but would be removed after we've received the equipment automatically. 

If it's over the 14 days, let us know and we can investigate.

[MarkAxx]

Hi John, thanks so much for your prompt reply. It's definitely been longer than 14 days sine I returned the kit. Please can you investigate to confirm you've received it, or advise who I should contact please. Many thanks, Mark

[MarkAxx]

Hi John - just received an email from Virgin to say you haven't had all the kit back. We have got a second box (that we never used) and that appears to be the problem. I'm going to take it into our local O2 shop ASAP to return it to you. Please confirm that the £90 charge will then be removed. Thanks, Mark

[Vikki_M]

Hi MarkAxx,

Thank you for the update.

Once this further equipment has been returned, again it can take up to 14 days to update on our side.

Once received and processed, any charge for this will be automatically removed.

If you have any further questions, please pop back to us and we'd be happy to help. 

[MarkAxx]

Hi Vikki - thanks. I'm taking the tv box into the O2 shop near me today. I'm assuming the £90 charge will be taken by Virgin as your system won't be updated in time to show I've returned the kit. Can you please advise what then happens re the refund from Virgin. Cheers, Mark

[Vikki_M]

Hi there,

I'll pop you a private message now, as I'll have to take a look at your account to answer that for you, as this can depend on a few factors. 

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[MarkAxx]

Thanks Vikki - just replied to the private message - cheers 

[Vikki_M]

Hi MarkAxx,

Thanks so much for joining me in a private message.
I'm happy we were able to resolve your concerns together :).
If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help.    

Take care.