Asking for return of equipment and now charged

[Kaz53]

I sent equipment back to sky using a local post office on 19/11/2024. I kept the tracking receipt. 

I then received 2 emails stating thank you for sending you equipment back and it was with their local courier date was 28/11/2024.

So i disposed of the receipt as i didnt need it because it was received.

I received a text message on 06/01/2025 that they had not received it and was charging me 53.00 and it would ve added to my bill.

I contacted sky and was told that i believed i sent it back buy now got no proof so i explained that i had 2 emails stating it was received and it was with their local courier, so instead of checking with them i am now being charged i am fuming 😡

[Daniel0210]

@Kaz53 

To see if they can help you, I’ll escalate your post to Sky (when it’s more than the ten minutes old we have to allow) and their Messaging Team should contact you later or tomorrow.

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

[Kaz53]

Thank you so much i am at the end of my tether. 53.00 is alot of money and i have to work half a day for that

[Daniel0210]

@Kaz53 

Now escalated. 

[Kaz53]

Thank you x

[Tom-W19]

Thanks for escalating. We've sent an invite to @Kaz53.