Been charged for unreturned equipment when Sky have emailed to say it's been returned

[Iksmada]

Hi, 

We moved house back in August this year. The Sky Broadband team sent the returns kit to our new address, no problems there. The Sky TV team sent the returns kit to our old address after we moved. 

I flagged this and they then sent returns kit for our Sky TV pucks to our new address. These were returned within the return window, despite the time lost due to their mistake.

I had an e-mail from Sky to say thanks for returning it and still have the postage receipt.

What's happened is it's wrong on their system because they didn't do what the broadband team did and update the address to send the returns kit to. It wasn't returned from our old address which they first sent returns packaging from, it was returned from our new address. But their system shows it was never returned from the old address, hence being charged for not returning the kit when I have.

I have no wish to be passed around multiple departments at my cost on a long winded phone call when Sky seem to make it as hard as they can to get things resolved and it's their mistake. It seems impossible to get a chat session open via their live chat, even the 'AI' chat bot says 'something went wrong' every few seconds. 

How can I get this sorted without having to phone and jump through hoops? Thanks.

[Daniel0210]

@Iksmada 

Return packaging is only sent to the address where the account was active.

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

Please don't try to post an image of the Royal Mail tracking or postal receipt as Sky don't allow them on the forum.

[Iksmada]

Thanks. I'll wait for them to contact me again if it doesn't resolve itself. 👍