Virgin Media customers being incorrectly charged for not returning equipment...

EachPenny

ChickenFoot wrote: »

But here's the shocking part - those other customers who hadn't retained the mail and therefore couldn't send a copy to VM for confirmation were then actually charged for not returning the equipment!

The really shocking part is people don't retain emails from companies telling them to do something which clearly conflicts with the company T&C's.

Always keep important emails, texts and letters
Always note down the persons name, date, time and reference number from CS phone calls
Always keep your pay-and-display car park ticket for at least 2 months

But no excuses for Virgin telling people one thing and doing another.

ArgyEll

I've been having similar problems, compounded by some shocking behaviours by Virgin Media call handlers, which now seems to their cultural norm.

I've had two set top boxes replaced, and conscious of having the old ones, I contacted them to ask what I should do with them. They said they'd send out boxes for me to return them. That was in February 2017 and to date I am still receiving increasingly threatening texts and emails. These arrive every three weeks, and on each occasion I have called VM and received an apology and assurance that I don't need to return anything, and won't be charged, and won't receive any more. Three weeks later it all starts again.

Along the way my calls with VM have been peppered with lies and broken promises from agents regarding; promises that I'll be called back within24 hours, promises that i'd receive no more texts or emails, promises that I'd be called back that evening, promises that I'd be called backed "within half an hour", assurances that "I've just spoken to the other team, and…" (when it later transpired that they'd done no such thing).

Let anyone who is considered getting involved with Virgin Media be aware that
1) Some of their processes are broken, and in such a way that they gain and the customer is disadvantaged (in my case, potentially being charged for something I haven't done, and receiving defamatory emails and texts, effectively accusing me of stealing their equipment)
2) Their customer service operation has developed a culture where they'll promise almost anything to get you off the phone, even if it becomes apparent within minutes that they've lied to you
3) No amount of complaining or escalation will get you to someone who will admit to errors having been made and take personal responsibility to put things right.

Truly2

In the process of moving and have found that Virgin do not serve my new address. Can't say I'm sorry but this means returning my Tivo Box and my Wireless Hub. Have paid Virgin enough over the years; hung on the line for hours and now I'm being asked to parcel up equipment and trot off to God knows where to return it all to make someone another million. I am in my 70's and definitely know that life is finite. What are we doing??

[Deleted User]

Truly2 wrote: »

this means returning my Tivo Box and my Wireless Hub. Have paid Virgin enough over the years; hung on the line for hours and now I'm being asked to parcel up equipment and trot off to God knows where to return it all to make someone another million. I am in my 70's

Simply send their equipment back as requested.

No one is making "£millions" by asking for rented equipment back!

Being "in your seventies" is completely irrelevant!

This thread is from 2017..

pmduk

Moneyineptitude wrote: »

Being "in your seventies" is completely irrelevant!

I disagree, it shows the poster has had ample time to learn to return other people's property to them.

Truly2

Thank you for your input. My age has taught me manners.

iniltous

When I left VM they said no need to return the router, but if they did I would expect them to provide an addressed pre paid bag/box to return it in, if they want it back, they should provide the means for that return, dropping it off at the Post Office is all I would consider my responsibility