Charged for Returned Equipment

[Tony225]

We returned some unwanted Sky equipment using supplied packaging and have been billed for (alleged) non-return of this equipment. We have proof of postage alongside emails and letters from Sky saying couriers have this equipment.

One example from email/letter 24/2/25: 'Just a quick note to say thank you for sending back our Sky kit - it's now with our courier and will be with us shortly.'

Another example from email/letter 27/2/25: 'We still haven't received our Sky equipment. To avoid being charged, please return the below to us by 08 April 2025. Sky Q Mini box (Installed) £52.00. If you've recently returned the equipment, then there is nothing for you to do.'

I called helpline before billing date (that would include a £52.00 surcharge) and been told that we would not be charged, however we have been charged. 

We would like a full refund ASAP. 

[caesarome]

@Tony225 

Your post has been escalated 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 by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Tony225 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.