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adelewap
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Been charged after returning on the 14 day money back got no help!

Hi 

I sent back a phone on the 7/7/2020 and it got back to Virgin on the 09/07/2020 I have been charged for this phone and its still on my account I really need this sorting as unfortunately I now need to get a new phone asap as my one has now broken and I need it for work I have contacted Virgin but they said it can take 3-5 days to sort this just not good enough and I just feel like leaving. 

Megan_L
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Re: Been charged after returning on the 14 day money back got no help!

Hi Adelewap, 

Thanks for using the forums to get this issue with your returned phone looked into. I am sorry if you feel like something has gone awry with this. Can I ask for some dates around all of this please? - 

When did you sign up for the handset?

When did you decide to return it? 

When did you get confirmation that it had been returned successfully?

Please let me know so I can help further.

Thanks,

Megan_L

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Inferno
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Re: Been charged after returning on the 14 day money back got no help!

Did this get sorted for you adelewap?

 

Same thing has happened to me - my phone was sent back to Virgin at their request, I have proof of delivery, but haven't heard anything.
And today they've taken their monthly money from my account. Hopefully this will get refunded.

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Megan_L
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Re: Been charged after returning on the 14 day money back got no help!

Hi Inferno, 

Thanks for joining in on the conversation 🙂 I'd be happy to help you too if you'd like? Would you answer the same questions as above for me please which are - 

When did you sign up for the handset?

When did you decide to return it? 

When did you get confirmation that it had been returned successfully?

Please let me know so I can help further.

Thanks,

Megan_L

 

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Inferno
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Re: Been charged after returning on the 14 day money back got no help!

Thank you @Megan_L 🙂

 

When did you sign up for the handset?
I signed up for the handset back in April.

When did you decide to return it? 
I returned it because it was faulty when I got it, and CEDR said Virgin had to allow the return to take place.
Virgin sent me a package so I could return it, which arrived on Wednesday 28th July.

When did you get confirmation that it had been returned successfully?
This parcel was sent to Virgin on Wednesday 29th July as requested by Customer Services over the phone on Monday 27th July.
Royal Mail says it was delivered on Thursday 30th July.
I haven't had any confirmation from Virgin about anything, and I have just had the money taken from my account as normal 😞

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Inferno
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Re: Been charged after returning on the 14 day money back got no help!

Is anyone able to help?

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Inferno
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Re: Been charged after returning on the 14 day money back got no help!

Is anyone able to help?

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Inferno
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Re: Been charged after returning on the 14 day money back got no help!

Is anyone able to help me with this one please? 😞

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