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Received £40 fee for not returning kit but I have already paid it

I'm approaching my wits' end.

I no longer have an account with Virgin Media. They asked me to return the kit. I no longer have the kit and phoned up about this and the man said there's a fee for not returning the kit on top of the fee I had already incurred for paying the bill late (which happened because I thought I'd cancelled the service). I said OK and paid the bill (just shy of £80) and explicitly asked the man if the bill I'd paid was inclusive of the kit because I'd been receiving threatening messages and emails about a £40 bill, and he reassured me that I wouldn't have to pay any more money and the messages I'd been receiving were automatic.

Imagine my surprise when a couple of weeks later I received notice that my account had been charged with £40. I tried the chat system whereby the lady told me she'd made a note of it on the system and to ignore any further emails and messages. Perturbed by continuing to receive these messages from Virgin Media, I then contacted VM by phone. Twice I was promised someone would ring me back - one within 72 hours and one on the same day - and no one has. This morning I emailed the manager of the guy who took the payment from me and have not heard back. I have just received a 'final reminder' message from VM about the fine. 

I genuinely don't know what to do. I'm really angry at the appalling customer service, but even angrier that I can't seem to get ahold of someone who knows what they're doing.

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Alessandro Volta
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Re: Received £40 fee for not returning kit but I have already paid it

What does the bill show that you paid £80 on? Does it have a line there for unreturned equipment?

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Received £40 fee for not returning kit but I have already paid it

Sorry to hear this has occurred, Whatelse,


Were you able to confirm if the hub charge was listed on the billing details, here?

If you are still needing help with this, let us know.



Corey C

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