Charge for equipment asked though returned

[NicoleC1]

I have received an email stating I am going to be charged for equipment I have returned. I placed all items together in the box provided but there is a charge for  a sky hub (this was in the box with everything else)

I have tried to call about this and just been told you must not of received that item yet but all the rest were sent together and you received them

How do I solve this so I am not charged?

[caesarome]

Have you still got the proof of posting ?

[NicoleC1]

Yes, they state they have received everything else besides the hub though. So I'm just a bit worried.

[GD1]

@NicoleC1   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

[caesarome]

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Greenfingers001]

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

[Beetroot20]

This is issue have. Saying I didn't send back mini box but it was box with everything else. No way to prove what was in the box

[Daniel0210]

@Beetroot20 
The most important question is…Have you kept your proof of posting?

We understand returns are taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in updating Sky that equipment has been received. Let us know in this thread and we can maybe get you some help from the Messaging Team.

If you have the proof of posting we’ve been told it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

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.

[Beetroot20]

Yes I have receipt and was sent an email to confirm receipt but they are saying items are missing but I have nothing else to send 😞

[Daniel0210]

@Beetroot20 

To see if they can help you I’ve escalated your post to Sky and the Messaging Team may contact you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and join 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 fairly regularly.

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Beetroot20.

[Greenfingers001]

Update:

Spoke with @Beetroot20 and resolved issue, thanks again for the escalation have a great day 🙂