topic Re: Charged for device as not returned handset in time in Archive

Charged for device as not returned handset in time

KAREN+HANSON — Thu, 23 Sep 2021 18:03:27 GMT

I upgraded my sons phone at the end of July I was told I had two weeks to send back the handset... in that two weeks unfortunately we caught Covid and are forced to isolate. I called sky and explained our situation, I was unable to return the handset and was concerned that I will be charged for it. They said that she could not stop the charges. she looked at getting a courier to collect it from my home address but it was not possible. the following week I called again to say that my isolation period is over at the end of that week and that I was going to send back the phone. The man said the charges where applied to my account now and could not be removed. I cancelled my bill as I was so annoyed that this was being placed upon me. I called back at the end of Aug and got no where, I ended the called and called back a few days later when I had calmed down. The lady said to me she would have to listen back to all my phone conversations to make sure everything was explained to me correctly. She called me tonight to say that sky are well within their rights to charge me for the extra handset and there is nothing more that can be done.
I currently have a bill of £129 which will soon need to be paid but I don't get money through for another 2 weeks. No offer of help was given and I was Just reminded the line will soon disconnect.

I feel so hard done by, how on earth could we send back the handset when legally we where not allowed to leave the house? I called sky to informed them of this throughout my whole isolation. The advisor said sky have done nothing wrong however surely I have exceptional circumstances?? I don't understand how sky demand for customers to be patients and show respect to their advisors throughout this difficult period however when a customer is having to isolate they don't treat them the same.

can someone please advise?

many thanks

Re: Charged for device as not returned handset in time

caesarome — Thu, 23 Sep 2021 18:19:15 GMT

@KAREN+HANSON wrote:

I feel so hard done by, how on earth could we send back the handset when legally we where not allowed to leave the house?

You could have used the service from Royal Mail that will come to you to pick it up:

https://helpforum.sky.com/t5/Sky-TV/Book-a-collection-for-your-Sky-equipment-with-Royal-Mail/ba-p/3643326

Re: Charged for device as not returned handset in time

NickNewark — Thu, 23 Sep 2021 20:09:16 GMT

Could someone not have collected it from you and took it to the post office? All done without interaction?

Re: Charged for device as not returned handset in time

KAREN+HANSON — Thu, 23 Sep 2021 23:42:46 GMT

The advisor checked to see if she could book a courier and I was told it was not available to me. The only option that was given or that I was informed about was to return via the post office at my own cost.

This is what I did when my isolation had finished.

Re: Charged for device as not returned handset in time

TechmanagerMal — Fri, 24 Sep 2021 01:24:22 GMT

@KAREN+HANSON I would contact this team using the options offered - https://www.sky.com/help/home/accessibility-information/accessibility-info-policies/vulnerable-customers/vulnerable-customers-policy/articles/supporting-vulnerable-customers-policy

Re: Charged for device as not returned handset in time

caesarome — Fri, 24 Sep 2021 04:43:25 GMT

@KAREN+HANSON wrote:

This is what I did when my isolation had finished.

@KAREN+HANSON

As you have now said you have returned this I have escalated your post to Sky who will be in touch with you regarding this via a blue bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Charged for device as not returned handset in time

Greenfingers001 — Fri, 24 Sep 2021 07:45:28 GMT

Thanks for escalating this. We have now sent an invite to chat :

Re: Charged for device as not returned handset in time

Lisa-P1987 — Wed, 29 Sep 2021 07:06:23 GMT

Update - We have spoken to the customer and given the update from the swap team as well as given contact details for the mobile swap team if they wish to discuss it further 🙂