topic Re: Charged for returned equipment in Archive

Charged for returned equipment

Jonesathome — Mon, 25 Jan 2021 13:13:16 GMT

I still have sky Q but I returned my sky router via Recorded delivery and it was received by sky 04/12/20 - but I am still receiving emails stating I will be charged £50 - this is despite me calling sky 2 weeks ago, sending them a copy of my Post office receipt and being assurred that I won't be charged!! Cannot spend another hour waiting on the phone to try to get this cancelled as its obviously pointless. This surely is not legal and seems a sly way of making money from customers.

Re: Charged for returned equipment

bob1234 — Mon, 25 Jan 2021 13:16:06 GMT

@Jonesathome I have escalated this to Sky and hopefully they will come back to you, Private message or email, and be able to sort something out for you.

Re: Charged for returned equipment

Greenfingers001 — Wed, 27 Jan 2021 15:16:46 GMT

Community Resolution Form:

Spoke with opp, checked account and can see this should of been refunded so re-requested refund, this will reflect on the account within 24-48 hours

Thanks

Re: Charged for returned equipment

BlythGav — Thu, 08 Apr 2021 05:44:55 GMT

I'm having exactly the same problem , waiting on them opening so I can speak to someone , sent them a photo a few weeks ago of proof of sent item and was assured I would get no more emails ... but low and behold ...

Re: Charged for returned equipment

Anonymous — Thu, 28 Oct 2021 15:51:25 GMT

Hello, I've also just received an email about owing £130 for not returning sky equipment (sky q box and also broadband router) but I have returned it!! Any help on how to fix this?

Re: Charged for returned equipment

Daniel0210 — Thu, 28 Oct 2021 15:54:20 GMT

@Anonymous Unfortunately this is a problem we are seeing on the forum on a regular basis. Hopefully you have kept your proof of posting. A forum member with the relevant level may escalate your post to Sky after which it should be fairly painless to sort out.

Re: Charged for returned equipment

Anonymous — Thu, 28 Oct 2021 15:55:23 GMT

Thanks for the reply, I've been looking everywhere for the proof of postage but I can't find the receipt 😭

Re: Charged for returned equipment

Laing1 — Thu, 28 Oct 2021 16:02:02 GMT

@Anonymous wrote:

Hello, I've also just received an email about owing £130 for not returning sky equipment (sky q box and also broadband router) but I have returned it!! Any help on how to fix this?

@Anonymous I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat

The link below explains how the escalation process works

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Charged for returned equipment

Lisa-P1987 — Thu, 28 Oct 2021 16:04:16 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: Charged for returned equipment

Anonymous — Wed, 03 Nov 2021 07:32:51 GMT

Hello @Lisa-P1987 I haven't received an invite yet 😩

Re: Charged for returned equipment

Lisa-P1987 — Wed, 03 Nov 2021 14:32:25 GMT

We have had a chat with you @Anonymous ?? Last week Thursday, the day this was escalated, we confirmed that we had resolved the issue.

Was there something further you wished to discuss?

Re: Charged for returned equipment

Hanna2803 — Thu, 07 Apr 2022 13:04:14 GMT

Sent my sky q box back over a month ago! And I have now been charged £115 for not returning the box!!
I need the money back asap

Re: Charged for returned equipment

Daniel0210 — Thu, 07 Apr 2022 13:07:36 GMT

@Hanna2803
This has been a problem for a while as Unipart, who receive the returns on behalf of Sky, appear to be very slow in updating Sky that a customer has returned their equipment. If you’ve still got your proof of posting there shouldn’t be a problem, but if you haven’t retained it, any cancellation of subsequent non return fees will be at Skys discretion.

I’ve escalated your post to Sky and they may get in touch with you later or tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically so don’t miss this opportunity. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

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