Charge for returned equipment

[Hannaht1987]

Seems to be a common issue and you can't get through on the phone. Have been emailed about a charge for non returned equipment, which was sent in April 2023 and I have postage receipts. Was told by the engineer to return the new and not old hub so I didn't need to change my password, which is what I have done.

[GD1]

@Hannaht1987  Sky don't use email as a contract option, perhaps this is why they have not replied, to get you some help I've escalated your post via the community chat. 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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Hannaht1987.

[Lisa-P1987]

Update - Spoken to Hannaht1987, we processed the removal of the non return fee 🙂

[Linda+gok]

I have the same problem I kept the receipts of the return and they still charged me 115 pounds out of my account when I sent the return over two weeks ago I tried numerous times to call but unfortunately there is not a department that deals with this please can someone help thanks 

[SKY1992bf]

@Linda+gok To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

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

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Linda+gok]

Thankyou 

[Greenfingers001]

Thanks for escalating this. We’ve sent @Linda+gok  an invite to chat.

[Sidcat]

Hi, I'm having the same issue, I know we returned it but no longer have postage receipt. They're trying to charge me £50 when I really don't have the old box. Can you please help?

Thank you 

[Daniel0210]

@Sidcat 
Unfortunately If you haven’t retained the proof of posting it any cancellation of non return fees would be at Skys discretion. Have you rung Sky and queried it? 

[Sidcat]

Yes, they were vague and suggested I go to post office to get a copy of proof but they can't give it.

[SKY1992bf]

@Sidcat it would seem sky have made a decision not to refund the cost without proof which is their right do so

[Sidcat]

Yes I'm not disputing that. 
it's unfortunate for me because I know it was returned. But more money in their coffers.

[Daniel0210]

@Sidcat 

Unfortunately the responsibility for proving the equipment was returned lies with the customer. 

[Sidcat]

As we have established!!