Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Tilly83
Joining in
357 Views
Message 1 of 15
Flag for a moderator

Threats of charges for unreturned equipment.

Hi,

I have recieved a text stating that I will be harged £135 for unreturned equipment in 9 days however I have returned it and I have a picture of the reciept from the Collect+ shop as well as a screen shot of the delivery tracker which says that it was recieved by Virgin on Friday.

Obviously I'm not too impressed with this, what else am I supposed to do?

Thanks.

0 Kudos
Reply
  • 9.51K
  • 1.05K
  • 4.47K
Superuser
Superuser
353 Views
Message 2 of 15
Flag for a moderator
Helpful Answer

Re: Threats of charges for unreturned equipment.

Read this:

https://www.virginmedia.com/help/virgin-media-returning-equipment

advice on what to do included

-----------------------

Superuser 18/19.
Use Kudos to say thanks
Tick an answer as "helpful" only when the problem is solved
Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
0 Kudos
Reply
  • 4
  • 0
  • 0
Tilly83
Joining in
345 Views
Message 3 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Thanks for that, but thats all stuff I know already, nothing about if you send it back and Virgin still threaten to charge you 🤷‍♀️

0 Kudos
Reply
  • 9.51K
  • 1.05K
  • 4.47K
Superuser
Superuser
338 Views
Message 4 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Really

Quote from one of the drop downs

"I've been charged to replace your kit, but I sent it via Collect Plus. What do I do?

Not to worry, give our team a call with the tracking number from the Collect+ receipt. Once we’ve confirmed that you sent it back, we’ll cancel the charge."

-----------------------

Superuser 18/19.
Use Kudos to say thanks
Tick an answer as "helpful" only when the problem is solved
Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
0 Kudos
Reply
  • 15.47K
  • 1.61K
  • 3.45K
Superuser
Superuser
334 Views
Message 5 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

This happened to me and I suspect the situation is the same here.

The Collect+ system and the system sending out the texts are not updated in real time.

In other words, the system that sent out the text hadn’t been told the return had been received.

  • 347
  • 15
  • 19
Forum Team
Forum Team
264 Views
Message 6 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Hi Tilly83, 

 

Welcome to the forums Smiley Happy 

 

I apologise that your first experience here is because of an issue Smiley Sad As Ernie_C has advised, this does happen from time to time, it is usually just a case that the 2 systems have not spoke to each other and is sent out when we might already have it back. I am sure this is the case here. Have you managed to have this resolved since? 

 

Cheers. 

 

Ryan_N - Forum Team
0 Kudos
Reply
  • 4
  • 0
  • 0
Tilly83
Joining in
246 Views
Message 7 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Hi, thanks for getting back to me, yes, I spoke to 2 people on the phone:

1st was not helpful, said "your accounts closed, you wont get charged" and refused to take the tracking number.

2nd said "I will put a note on your account to say you've sent it back and you wont be charged and we owe you £36 and I'll get that cheque sent out to you now"

You can see which experience was better I'm sure...

I've since had a text to say my equipment has been revieved.

Cheers

 

0 Kudos
Reply
  • 347
  • 15
  • 19
Forum Team
Forum Team
244 Views
Message 8 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Again I apologise for this Tilly83. 

 

I'm glad all has been sorted. 

 

Cheers. 

Ryan_N - Forum Team
0 Kudos
Reply
  • 4
  • 0
  • 0
Tilly83
Joining in
237 Views
Message 9 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

Cheers.

 

No need to be snotty tho 🤟

0 Kudos
Reply
  • 347
  • 15
  • 19
Forum Team
Forum Team
236 Views
Message 10 of 15
Flag for a moderator

Re: Threats of charges for unreturned equipment.

I'm sorry you took it any other way than it was intended Smiley Sad 

 

 

Ryan_N - Forum Team
0 Kudos
Reply