HI nico8, we are sorry to hear about the experience which you have had with us and want to get this resolved for you. Please see the following link here, Have you managed to get this resolved since posting? Chris.
Normally, we ask you to return your kit. That’s because while you're with us, you rent your kit, rather than own it. But as the government advice is to stay home, we don’t want to ask customers to venture outside to post kit back to us. We’ll drop you a line at a later date to organise the return through CollectPlus, or one of our key workers will safely collect it from your doorstep so we can help to keep other people connected. For now, please keep your kit somewhere safe.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali