Hiya,
I was wondering if someone could advise me on the following - I have tried to get into contact with sky multiple times and have proof that I refused the delivery and its on its way back to sky, the help has not been great as I never get contacted back. I just don't understand why I am still getting charged for items I have not recieved.
Any help would be appreciated (please read the complaint I have sent out below)
'Dear Sky Customer Service,
I am writing to formally raise a complaint regarding an unresolved issue with an iPad order that I refused at the point of delivery, as advised by your team, in order to return it without activation.
Despite following the correct return process and refusing delivery from DPD, I am still being charged for the iPad over 30 days later. The DPD tracking clearly shows that the iPad, along with the accompanying keyboard and pencil, is en route back to Sky. While the direct debits for the keyboard and pencil have been cancelled, the iPad charges remain active—despite the fact that I have never received or activated the device.
I have contacted your support team multiple times:
• First call: I was reassured that Sky would handle the return with DPD as per the contract, have opened an investigation and cancel the direct debit and contract, as the matter was no longer my concern.
• Second call: I was told not to worry, as the return had not yet exceeded 30 days—despite the fact that the iPad was delivered the day after I ordered it and refused immediately. Nevertheless, they confirmed it’s on the way back and I would get refunded and told when it arrives back at sky. I didn’t get any update at all.
• Third call (today): After receiving another billing notification, I checked my Sky account and found no updates or notes regarding my previous queries. The representative I spoke to today claimed that it was not Sky’s concern whether the iPad had been returned and insisted I continue paying for it, stating it was “active”—despite clear evidence that the delivery was refused. She then told me that sky cannot track on behalf of myself where the iPad is and I would need to formally complain to DPD which I was told not to in the first place. After expressing this she apologised and Explained that an investigation has opened up but this was supposed to take place weeks back?
I am extremely frustrated and disappointed with the lack of consistency, accountability, and follow-up from your team. I have been promised updates and resolutions multiple times, yet nothing has been actioned. I have complied fully with your return instructions and should not be penalized for a product I have never received or used. Furthermore I did not sign for delivery or give I’d to collect my parcel.
I am requesting the following:
1 Immediate cancellation of the direct debit and charges for the iPad.
2 Confirmation that the return has been processed and the account updated accordingly.
Please treat this matter with urgency. I expect a response within 5 working days, failing which I will escalate this complaint to the relevant ombudsman.'
Thank you for any advice in advance 🙂
