Virgin media charging us for not returning equipment that we never had?

JackBaldwin101

We recently cancelled our contract with virgin media as it was for a student house and we'd finished university. We returned all of our equipment and we found out that we'd been charged £66 for two pieces of equipment that we never received:

Item Type Item Description Value
Powerline Adaptor Virgin Wifi Booster £45
Powerline Adaptor Virgin Ethernet Booster £21

I spoke to someone on the phone and told them that we've been charged for these two items despite never receiving them. He went to check and said that they were posted on this date and arrived a couple of days later and their engineers installed it. I told him that no such thing happened, because it didn't. We never asked for these adaptors and there is no evidence of them on our contract with them or on any emails from virgin. He apologised again and but said there's nothing that he or any of his colleagues can do. Has anyone experienced similar problems with virgin? Or would anyone know where to begin with challenging this?

Retrogamer

If you fill out this form here,

https://www.ispa.org.uk/consumers/complaints-form/

It will be forwarded to a back end complaints department who will contact you to put the situation right

If they refuse to deal with the complaint or don't resolve it to your satisfaction you can simply submit the form again

After the third time if they haven't resolved it post back here and i'll give further advise, but i imagine it will be resolved fairly quickly.