topic Re: Returned equipment- still being charged in Archive

Returned equipment- still being charged

PLJ93 — Tue, 26 Oct 2021 20:09:29 GMT

I returned my sky equipment in September and it's now the end of October and have received an email saying I am being charged £115 and if it's not paid in 10 days it will be passed onto a debt collector.

I don't have my postage receipt anymore with it being over a month ago and I have been back to the post office who said they don't keep a copy of the receipt.

I'm really concerned now that this is being passed to a debt collector.
It's also really frustrating knowing that we had problems with sky to begin with as we signed up for a tv and broadband package and was charged for the installation fee of the broadband which NEVER arrived. Rang back at least 2 times to set this up again and once again, never received so ended up having to find other broadband provider and was therefore paying more overall.

Now I'm being charged £115 right before Christmas for something I have already returned.

Re: Returned equipment- still being charged

Melancholic — Tue, 26 Oct 2021 20:29:40 GMT

@PLJ93

My advice? If what you say is correct, then I would be on the blower to Sky first thing.

It's also a cautionary tale to keep hold of receipts until absolutely staisfied things have been paid/resolved.

Re: Returned equipment- still being charged

caesarome — Tue, 26 Oct 2021 20:31:28 GMT

@PLJ93

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: Returned equipment- still being charged

PLJ93 — Tue, 26 Oct 2021 20:48:45 GMT

@Melancholic Yeah I do agree that it would've been the right thing to do to keep the receipt but I just assumed that after so many weeks if there hasn't been any contact then they've more than likely received it, didn't think they'd tell me 5 weeks later that it hadn't been received (which is unlikely).
Pointless now but it was in my babies bag and I emptied it only a couple of weeks ago as I usually put any receipts in there while out shopping etc 🤦🏼‍♀️

I rang sky yesterday, their response was to go to the post office which I did today but they're saying they can't do anything.

Re: Returned equipment- still being charged

Tom-W19 — Thu, 28 Oct 2021 13:04:01 GMT

After speaking with PLJ93 and confirming the equipment had been returned we have subsequently removed the non-return charge from the account.

It was lovely speaking with you PLJ93.

Re: Returned equipment- still being charged

BrendanB14 — Mon, 06 Dec 2021 12:49:47 GMT

Hi, I am in the same boat with being charged for sky equipment that has already been returned. The sky Q box was returned well over a month ago, I have since moved and cannot find the reciept from the post office.

Is there anything that can be done ASAP as I should not be having to pay the£115 fee as the item has been returned.

many thanks

brendan

Re: Returned equipment- still being charged

Laing1 — Mon, 06 Dec 2021 13:24:36 GMT

@BrendanB14 wrote:

Hi, I am in the same boat with being charged for sky equipment that has already been returned. The sky Q box was returned well over a month ago, I have since moved and cannot find the reciept from the post office.

Is there anything that can be done ASAP as I should not be having to pay the£115 fee as the item has been returned.

many thanks

brendan

@BrendanB14 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: Returned equipment- still being charged

LGUser — Mon, 06 Dec 2021 21:22:09 GMT

@Tom-W19 I suggest that Sky inform the person sending back Sky equipment to keep the receipt as proof for return giving this problem.

When a debt collecto ris involved, does the person's credit rating get sorted when the issue of non-return if sorted?

Re: Returned equipment- still being charged

GD1 — Mon, 06 Dec 2021 21:34:07 GMT

@LGUser I wouldn't be tagging indivdual Employees with such questions for a couple of reasons.

1 - They may not be dealing with the Escalation

2 - They may be off work

Any process issues with the OP will be dealt with between them & Sky, not them, you & Sky.

Re: Returned equipment- still being charged

Doc5907 — Mon, 06 Dec 2021 21:49:56 GMT

@GD1 wrote:
@LGUser I wouldn't be tagging indivdual Employees with such questions for a couple of reasons.

1 - They may not be dealing with the Escalation
2 - They may be off work

Any process issues with the OP will be dealt with between them & Sky, not them, you & Sky.

3 - How on earth is a Sky employee supposed to know anything about/or want to get involved in a customer's credit rating.

Re: Returned equipment- still being charged

LGUser — Mon, 06 Dec 2021 21:58:21 GMT

@Doc5907 wrote:
@GD1 wrote:
@LGUser I wouldn't be tagging indivdual Employees with such questions for a couple of reasons.

1 - They may not be dealing with the Escalation
2 - They may be off work

Any process issues with the OP will be dealt with between them & Sky, not them, you & Sky.

3 - How on earth is a Sky employee supposed to know anything about/or want to get involved in a customer's credit rating.

It is Sky that's escalating the "non-return" to a debt collection agency before the issue is solved. So after it's solved, what happens with the person's credit rating?

Re: Returned equipment- still being charged

GD1 — Mon, 06 Dec 2021 22:09:02 GMT

@LGUser Sky like all companies who provide credit facilities will have a specific back office team who deal with these issues. They can update the CRA's when they make an error.

FL Staff don't normally do this as access to the CRA systems are tightly controlled by the CRA themesleves and only a handful of employees will have access.

Where Sky have messed up they will raise internally to the required team to get this corrected, the process can take up to 8 weeks.

Re: Returned equipment- still being charged

Daniel0210 — Tue, 07 Dec 2021 05:49:11 GMT

@LGUser wrote:
@Tom-W19 I suggest that Sky inform the person sending back Sky equipment to keep the receipt as proof for return giving this problem.

@LGUser I posted that on the Sky Q Ideas forum months ago.

Re: Returned equipment- still being charged

Laing1 — Tue, 07 Dec 2021 09:43:34 GMT

@LGUser wrote:

@Doc5907 wrote:

@GD1 wrote:

@LGUser I wouldn't be tagging indivdual Employees with such questions for a couple of reasons.

1 - They may not be dealing with the Escalation

2 - They may be off work

Any process issues with the OP will be dealt with between them & Sky, not them, you & Sky.

3 - How on earth is a Sky employee supposed to know anything about/or want to get involved in a customer's credit rating.

It is Sky that's escalating the "non-return" to a debt collection agency before the issue is solved. So after it's solved, what happens with the person's credit rating?

@LGUser If you are referring to the original poster they actually said they have been given 10 days to pay the non-return fee or it will be passed to a debt collection agency so it was not passed before the issue was solved the customer were told what the next steps would be if the non-return fee was not paid.

If they pay the non return fee or contact Sky with proof of the boxes being returned then it would not go to the debt agency so no impact at all

I would expect most people receiving a lwtter stating that, would then at least contact Sky within the 10 days.

Re: Returned equipment- still being charged

mirdragon — Tue, 07 Dec 2021 19:50:50 GMT

It shouldn't take up to 8 weeks to sort, it should be done asap otherwise it could cause more issues for the user and sky should provide confirmation to the user the correction has been made

Re: Returned equipment- still being charged

alligatoralley — Fri, 17 Dec 2021 09:39:20 GMT

We regretfully had to cancel our Sky service due to the rising costs. Due to serious illness, with some time in hospital, we have been late returning the equipment. I am writing on behalf of my husband who has been very ill. The equipment is on it's way to you and would you be generous to cancel the late charge we have had recently. We very much miss the wide variety of films, events and news. However, we are limited with our income reduced by Covid. We would be very grateful if you could reconsider this charge. We had to wait until Simon Harlow-Chalton was released from hospital with a couple of days recovery before he could drive to the post office. We hope in the future that we will be able to afford it again, but not right now. We would be most grateful for your response.

[removed]

Moderator note: personal info.

Re: Returned equipment- still being charged

GD1 — Thu, 16 Dec 2021 21:52:34 GMT

@alligatoralley wrote:
We regretfully had to cancel our Sky service due to the rising costs. Due to serious illness, with some time in hospital, we have been late returning the equipment. I am writing on behalf of my husband who has been very ill. The equipment is on it's way to you and would you be generous to cancel the late charge we have had recently. We very much miss the wide variety of films, events and news. However, we are limited with our income reduced by Covid. We would be very grateful if you could reconsider this charge. We had to wait until Simon Harlow-Chalton was released from hospital with a couple of days recovery before he could drive to the post office. We hope in the future that we will be able to afford it again, but not right now. We would be most grateful for your response.

You're not addressing Sky via the forum we are all customers here. Once you return the equipment then and only then will Sky reverse the fee. They won't reverse it on the promise of a return.

Re: Returned equipment- still being charged

Mr+Flibbles+86 — Fri, 17 Dec 2021 10:35:13 GMT

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

Re: Returned equipment- still being charged

Guest11 — Wed, 16 Feb 2022 19:09:56 GMT

I have a similar issue, although I returned the sky router in December (I have the receipt and tracking info) and attached it to e-mails to customer service, I now got one that I'm

being charged and the debt will be passed to a debt collector.

Re: Returned equipment- still being charged

Daniel0210 — Wed, 16 Feb 2022 19:11:48 GMT

@Guest11
I’ve escalated your post to Sky and they may get in touch with you about this issue.

Look out for an email and also a blue speech bubble on the bottom of your forum page. Once the blue chat bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss the opportunity. Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts. You can be reassured the invite is from Sky and your details are safe and secure during the chat.

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