topic Returned Equipment But Still Charged in Account & Billing

Returned Equipment But Still Charged

Isabel52 — Mon, 10 Nov 2025 09:54:08 GMT

I returned my Equipment in September after 6 months of not being connected or using any of the sky services. I still have proof of return and even received an email saying it has been received. Now I have a text that says I have been charged for non return of equipment. I had money taken every month from my bank when I wasn't even getting service and now this? Any help would be appreciated at this point.

Re: Returned Equipment But Still Charged

caesarome — Mon, 10 Nov 2025 10:00:25 GMT

@Isabel52

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

Re: Returned Equipment But Still Charged

Isabel52 — Mon, 10 Nov 2025 10:03:36 GMT

Hi, we have contacted Sky by phone multiple times, we were told its all fine, no need to do anything we won't be charged as we have the email to say the courier has it and we have proof of postage. Now we have a text saying we are being charged. Contacting by phone isn't getting us anywhere. Is thre an email to contact as I want it all in writing now after multiple failed attempts to get this rectified.

Thank you.

Re: Returned Equipment But Still Charged

caesarome — Mon, 10 Nov 2025 10:07:13 GMT

I would put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Returned Equipment But Still Charged

Isabel52 — Mon, 10 Nov 2025 10:08:03 GMT

Thank you, we have, multiple at this point.

Re: Returned Equipment But Still Charged

Daniel0210 — Mon, 10 Nov 2025 10:11:46 GMT

@Isabel52

I don't think making multiple complaints helps but Sky have up to 8 weeks to resolve an issue or issue a 'deadlock letter'.

Re: Returned Equipment But Still Charged

Isabel52 — Mon, 10 Nov 2025 10:23:06 GMT

No you're right, it doesn't. However each person we have spoken to on the phone has started a new complaint which hasn't helped, hence coming here looking for some sort of support or help in the issue as phone calls and apparently putting in a complaint has gotten us no further on unfortunately. At this point we just want to be done with the back and fourth.

Ps. We have queried this, as has a supervisor and he did close some of the complaints to keep the main one open, it was back in june which I'm sure is more than 8 weeks so will query about a deadlock letter now, thank you for that.

Re: Returned Equipment But Still Charged

leehartnup — Sun, 30 Nov 2025 16:07:59 GMT

I have been charged for not returning a product despite the fact i gave it to the DPD drive, as requested and he photographed it. He put it in the box, snapped it and went away. How do I get this sorted?

Re: Returned Equipment But Still Charged

caesarome — Sun, 30 Nov 2025 16:12:30 GMT

@leehartnup

What device is it you returned and did you get any tracking details from DPD ?

Re: Returned Equipment But Still Charged

leehartnup — Sun, 30 Nov 2025 21:44:05 GMT

It was a sky glass puck and remote. The driver took the new item ( sky Q box) out of a larger box, put the old puck and remote in the box, took a photo and went away. that was it. It says and I quote " Have th eother item ready for exchange with your driver, Carl '.

Re: Returned Equipment But Still Charged

caesarome — Sun, 30 Nov 2025 21:52:12 GMT

@leehartnup

You will have to speak to Sky tomorrow either by calling or using one of the social media links at the bottom of the page about this and explain that as per their instructions it has been picked up.

Re: Returned Equipment But Still Charged

LHam — Sat, 06 Dec 2025 16:48:26 GMT

You sound exactly like me! I returned mine in October 'they can't find it' I used their packaging, their tracking and I luckily have proof of posting but I'm not on agent 4 and still not resolved! I've asked to escalate my complaint because I'm beginning to think it's just an excuse to extort money from me especially seeing online how many other people are having the same issue!

Re: Returned Equipment But Still Charged

Hannah271 — Mon, 29 Dec 2025 08:58:41 GMT

I am also in the same position. I've had a terrible experience with sky broadband wish I hadn't changed suppliers. And today received a charge for £53 equipment I have returned! I have so many post receipts as I am a Vinted seller but think I've found the correct one. Not that it's easy to speak to a human in sky. As others have said, the barcode was scanned on return so why are customers being charged?

Re: Returned Equipment But Still Charged

LHam — Mon, 29 Dec 2025 09:36:13 GMT

Mine was resolved - I started a complaint and sent the tracking receipt to a fourth person who confirmed the items had been received. All charges removed. It's not great though is it and part of me does wonder if it is to see if you'll chase it up. My broadband items had been received in October as I had told them but my complaint was only resolved two weeks ago! Appalling - so don't give up and open a complaint online that's what I did

Re: Returned Equipment But Still Charged

Daniel0210 — Mon, 29 Dec 2025 09:39:49 GMT

@Hannah271 wrote:

the barcode was scanned on return so why are customers being charged?

@Hannah271

The barcode was scanned at the Post Office. Sky use Unipart to deal with returns and unfortunately they are taking quite a few weeks to process equipment at their warehouse.