Charge on account

[Kate1031]

£52 charge for equipment which has been returned (sky Q mini box) note on account from sky  stating it has been received . Need the charge removing .

[Daniel0210]

@Kate1031 
This is a customer helps customer forum and you aren’t contacting Sky Customer Services on here.

Have you still got the proof of returning it?

[Kate1031]

I have the tracking number which I gave and they checked their records and stated we have the box returned and have added the return on my orders but still have an additional charge for it for end of the month. It needs removing 

[GD1]

@Kate1031   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

[Lisa-P1987]

Thanks for escalating this. We’ve sent Kate1031 an invite to chat.

[Kate1031]

I'm available to chat, how does this work as it states "off line"

[MarkGoldsmith]

---

@Kate1031 wrote:

I'm available to chat, how does this work as it states "off line"

---

Yoi need to click on the chat bubble which should have appeared. More details on how it works can be found here: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014 

[Kate1031]

Thanks, I will wait for the bubble to appear 

[Daniel0210]

@Kate1031 

It should be there as it was sent at 0944 today. 

[Kate1031]

I have been sent another sky equipment return form for the same equipment that has been returned. I texted on the chat and the original charge for the box has now been removed but this new letter and return packaging has arrived requesting the return be by 17th April and has appeared on my app under orders. On the same page has saying the return is complete. I am so confused 😐 I now need another Sky chat to remove this.

[Daniel0210]

@Kate1031 

I’ve re-escalated your post to Sky and their Messaging Team should contact 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

[Lisa-P1987]

Thanks for escalating this. We’ve sent Kate1031  an invite to chat.

[Kate1031]

I'm available sky tech team to chat

[caesarome]

@Kate1031 

You were sent the chat bubble to chat to Sky at 12.48pm today so you should see it as the bottom of this page.

[Kate1031]

I'm available to chat