topic Re: Charge on account in Account & Billing

Charge on account

Kate1031 — Tue, 18 Feb 2025 16:56:48 GMT

£52 charge for equipment which has been returned (sky Q mini box) note on account from sky stating it has been received . Need the charge removing .

Re: Charge on account

Daniel0210 — Tue, 18 Feb 2025 16:58:32 GMT

@Kate1031
This is a customer helps customer forum and you aren’t contacting Sky Customer Services on here.

Have you still got the proof of returning it?

Re: Charge on account

Kate1031 — Tue, 18 Feb 2025 17:07:08 GMT

I have the tracking number which I gave and they checked their records and stated we have the box returned and have added the return on my orders but still have an additional charge for it for end of the month. It needs removing

Re: Charge on account

GD1 — Tue, 18 Feb 2025 17:12:59 GMT

@Kate1031 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

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

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Charge on account

Lisa-P1987 — Wed, 19 Feb 2025 09:44:28 GMT

Thanks for escalating this. We’ve sent Kate1031 an invite to chat.

Re: Charge on account

Kate1031 — Wed, 19 Feb 2025 12:00:31 GMT

I'm available to chat, how does this work as it states "off line"

Re: Charge on account

MarkGoldsmith — Wed, 19 Feb 2025 12:03:05 GMT

@Kate1031 wrote:
I'm available to chat, how does this work as it states "off line"

Yoi need to click on the chat bubble which should have appeared. More details on how it works can be found here: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Charge on account

Kate1031 — Wed, 19 Feb 2025 12:19:23 GMT

Thanks, I will wait for the bubble to appear

Re: Charge on account

Daniel0210 — Wed, 19 Feb 2025 12:40:28 GMT

@Kate1031

It should be there as it was sent at 0944 today.

Re: Charge on account

Kate1031 — Fri, 21 Feb 2025 08:44:36 GMT

I have been sent another sky equipment return form for the same equipment that has been returned. I texted on the chat and the original charge for the box has now been removed but this new letter and return packaging has arrived requesting the return be by 17th April and has appeared on my app under orders. On the same page has saying the return is complete. I am so confused 😐 I now need another Sky chat to remove this.

Re: Charge on account

Daniel0210 — Fri, 21 Feb 2025 09:48:57 GMT

@Kate1031

I’ve re-escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

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

Re: Charge on account

Lisa-P1987 — Fri, 21 Feb 2025 12:48:07 GMT

Thanks for escalating this. We’ve sent Kate1031 an invite to chat.

Re: Credit Balance Refund

Kate1031 — Fri, 21 Feb 2025 17:02:58 GMT

I'm available sky tech team to chat

Re: Credit Balance Refund

caesarome — Fri, 21 Feb 2025 17:08:36 GMT

@Kate1031

You were sent the chat bubble to chat to Sky at 12.48pm today so you should see it as the bottom of this page.

Re: Credit Balance Refund

Kate1031 — Fri, 21 Feb 2025 17:09:27 GMT

I'm available to chat

Re: Credit Balance Refund

Mark39 — Fri, 21 Feb 2025 17:12:18 GMT

@Kate1031 you're only telling,other customers. Use the red/blue chat bubble.

Re: Charge on account

Kate1031 — Fri, 21 Feb 2025 17:50:40 GMT

Available to chat it disappeared

Re: Charge on account

Daniel0210 — Fri, 21 Feb 2025 19:36:57 GMT

@Kate1031

As it's now past 7pm it should reappear in the morning.

Re: Charge on account

Kate1031 — Fri, 21 Feb 2025 20:03:46 GMT

Ok thank you