HORRIFIC customer service and INFURIATING online system! I have been trying to get a debt removed from my account from 4 years ago for so long now and they are just not understanding my problem at all. I returned their router box to a physical store 4 years ago (employees there said it was fine to do so), but I have been charged with £17 for not returning it for all these years. No-one at virgin seems to understand the problem, offering insulting solutions and sometimes not even believing me! Because it was so many years ago, my account with them has closed so I couldn't pay it off even if I was in the wrong and I needed to! It is also absolutely ridiculous that you need to sign in to fill out a complaints form! It meant that I couldn't do that and complaints were only for customers which makes no sense at all! It took ages to speak to a proper person when phoning up who then did not understand my problem at all and the solution was to send a letter to my old address with the ''solution'' which was quite literally only this: ''Account info --> Account info changed'' Respectfully, what the hell does this even mean? This dept is preventing me from securing a mortgage and I can't even pay it. It is infuriating. I am never ever using any Virgin brand ever again.