topic Re: Unfair billing. in Account & Billing

Unfair billing.

Dave1237 — Wed, 24 Jun 2026 16:23:48 GMT

Un fair billing.

I returned sky equipment two weeks ago and have now been hit with a charge, the sky agent I spoke to was unable to access the information required to remedy the problem and couldn't check to see if it has arrived, the payment has been added to my direct debit and is obviously more than I have agreed with sky, it looks as though the lack of an ability to discuss with a sky agent is deliberate, if someone takes a payment without it being agreed, it's theft.

Re: Unfair billing.

SKY1992bf — Wed, 24 Jun 2026 16:28:13 GMT

@Dave1237 Have you retain proof of postage as we can get you some help on here

Re: Unfair billing.

caesarome — Wed, 24 Jun 2026 16:32:13 GMT

@Dave1237

It should show on your account here if it has arrived:

https://www.sky.com/ordertracking

Re: Unfair billing.

Dave1237 — Wed, 24 Jun 2026 17:28:46 GMT

Yes I have proof of postage on 29/5 /2026

Re: Unfair billing.

Daniel0210 — Wed, 24 Jun 2026 18:02:27 GMT

@Dave1237
To see if they can help you I’ve escalated your post to Sky and staff from their Community Messaging Team should make contact with 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: Unfair billing.

Dave1237 — Wed, 24 Jun 2026 21:01:10 GMT

Many thanks,

I'll look for a response.

Re: Unfair billing.

Brill+Gill — Thu, 25 Jun 2026 08:11:14 GMT

Thanks for escalating this @Daniel0210. We’ve sent @Dave1237 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Unfair billing.

Dave1237 — Fri, 26 Jun 2026 06:28:36 GMT

The extra charge has now been taken without my consent from my bank account, I've stated that I have proof of payment on 29/5/2026, but it's radio silence again, not a professional company.

Re: Unfair billing.

Me134 — Fri, 26 Jun 2026 06:35:30 GMT

@Dave1237 wrote:
The extra charge has now been taken without my consent from my bank account, I've stated that I have proof of payment on 29/5/2026, but it's radio silence again, not a professional company.

Did you not respond to the chat invite? There should be a colourful bubble in the bottom left of your screen. As the billing is automated it was always going to be taken at a certain date unless resolved beforehand.

Re: Unfair billing.

SKY1992bf — Fri, 26 Jun 2026 11:41:24 GMT

@Dave1237 wrote:
The extra charge has now been taken without my consent from my bank account, I've stated that I have proof of payment on 29/5/2026, but it's radio silence again, not a professional company.

@Dave1237 The payment was probably already in progress before you posted yesterday and wouldn't have been able to reverse it

if you are engaging with the community messaging team via the chat invite sent to you yesterday explain this to them and they will be able to initiate a refund,

if you have already engaged with the chat and it's since been closed post back and we can re escalate it

Re: Unfair billing.

Dave1237 — Sun, 28 Jun 2026 08:13:39 GMT

No, I haven't had it resolved, I have stated that I have proof of postage, the simple solution is for me to send proof of postage by email, but no email address or request has been received, it's not rocket science, the money has been taken without consent from my account and it should be quickly returned.

Re: Unfair billing.

GD1 — Sun, 28 Jun 2026 08:19:39 GMT

@Dave1237 Your post was escalated to the Community Messaging Team 3 days ago did you not engage with them? If not then nothing will be resolved unless you speak to Sky.

Re: Unfair billing.

SKY1992bf — Sun, 28 Jun 2026 08:19:17 GMT

@Dave1237 Did you not engage with the sky team who sent you an invitation to a private chat on the forum the other day?

as that is the way to get this sorted

if the chat has since closed would you like to re escalate it for further assistance

Re: Unfair billing.

Dave1237 — Sun, 28 Jun 2026 08:36:30 GMT

Yes, I've sent my account number, postal address, Name of account holder, and mother's maiden name.

still no offer to repay, it's like they look for an excuse not to refund anything. Maybe Virgin is the answer.

Re: Unfair billing.

Daniel0210 — Sun, 28 Jun 2026 09:51:56 GMT

@Dave1237

If the chat bubble is still active you need to persist with that. If it has expired you will need to call Sky or ask us to re-escalate it the the Community Messaging Team.

If you have the proof of posting it should be fairly straightforward for the team to arrange a reimbursement in 3-5 working days. If there's a technical issue with your account that might need intervention by a back office team. The taking of non return fees is certainly not theft and Sky don't need 'consent' to take payments for what they believe you owe.

Re: Unfair billing.

PandJ2020 — Sun, 28 Jun 2026 09:51:35 GMT

@Dave1237 wrote:
Maybe Virgin is the answer.

They won't refund the Sky charge.

Re: Unfair billi

DaveDrizen — Sun, 28 Jun 2026 12:29:23 GMT

@Dave1237 wrote:
Un fair billing.

I returned sky equipment two weeks ago and have now been hit with a charge, the sky agent I spoke to was unable to access the information required to remedy the problem and couldn't check to see if it has arrived, the payment has been added to my direct debit and is obviously more than I have agreed with sky, it looks as though the lack of an ability to discuss with a sky agent is deliberate, if someone takes a payment without it being agreed, it's theft.

If you only sent your equipment back two weeks ago and have already been charged non return fee, how long since you service stopped. Sky give up 60 days from your service ending for equipment to be returned to them. Though the people that deal with return of equipment on behalf of Sky do have a bit of delay with processing returned equipment if you had sent back shortly after had received the return packaging from Sky (this Normally arrives within a couple of days of the end of you service) the 6o day period that Sky give you even with delay at receiving depo is quite long enough to have you equipment processed and avoiding any equipment change. If you say it was only two weeks when you returned the equipment, it thakes two to three days to be received at the receiving depo, and if you have already been charged the non return fee, the bill with this charge on would have probably already been generated before you equipment even arrived. You say you think itstheft as Sky have taken money without being agreed with you, however it says Sky t& c that if don't receive there equipment back within reasonable period and 60 days from the end of your service I think is reasonable, they will make that charge. When I return my minibox at the beginning of year, I received the packaging two day after my serviced end, with a hour it was packed up and in my local post office being sent 48 hour parcel force. And about week later I received a email from Sky thanking me for returning the equipment that had received by there courier and on they to the depo. Have you not receive such a email? You say the Sky agent you spoke to could access the information, if you have the postage receipt of postage it will have at will have tracking number on it, as would been sent by parcel force48 like mine was. Have you checked on the Royal Mail web site to see when the equipment was received by sky. If you do that you will not have your proof of pasting, but also proof it been received and the date it was received.

Re: Unfair billing.

Dave1237 — Sun, 28 Jun 2026 12:22:10 GMT

It was an upgrade to broadband 300 as the fibre installation was slower than the copper previously installed, the original broadband hub was posted to Sky on 29th May 2026. I haven't had acknowledgement of it being received.