Charged for a box I returned

[Teep]

Hi, sorry I'm new here so not sure how it works. Sky customer services seem quite keen to push me in this direction so here I am. Back in Nov last year I got Sky Glass and I returned my old Sky box in the prepaid packaging that they sent me. In Jan they upgraded my hub so I also sent the old hub back in their packaging in the same way. Now three months later they have charged my bank account £115 for "non return". I'm absolutely fuming, I cannot afford this, and I can't find an email address to contact them. I'm hard of hearing so phone calls are a bit tricky. Can anyone advise? 

[Daniel0210 · Accepted solution]

@Teep 

Sky don't use email as a general method of communication. 

Have you retained your proof of posting? If you have we can possibly get you some help from a Sky staff expert on the forum. If you haven’t kept it be aware any cancellation of non return fees will be at Skys discretion.

In future it may be worth registering with the Sky Accessibility Team who may be able to help with issues. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/

[Addie15]

Hi there Teep,  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147  

[Teep]

Hello and thank you for getting in touch. I'm really upset and worried about this - I sent the box back to you ages ago and I don't understand why I've now been charged for it. It's completely wrong. I have registered with yourselves as deaf and requested communication via email, but I seem to have been completely ignored on that. 

[Daniel0210]

@Teep 

I'm not sure if you're aware but this is primarily a customer helps customer forum. You aren’t addressing Sky Customer Services here.

You haven't answered the question as to whether you've kept your proof of posting? If the chat invite suggested by a Sky employee is not forthcoming you'll have to await contact from the Accessibility Team. 

[Lisa-P1987]

Update – We are still looking to help you Teep . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

[Teep]

Thanks for the replies. I have of course registered with Sky's accessibility thing. I did that ages ago as a hard of hearing person, but they don't seem to have any respect for that whatsoever. I've tried to escalate my enquiry and they keep telling me to call them or that someone will call me. I honestly feel like I'm talking to a bouncy wall. I do not have proof of postage, but as I've said a billion times I sent it in their own box which had their barcodes all over it so I really didn't think I'd need to prove anything. I certainly didn't think months later I'd be treated like a thief! 

[Daniel0210]

@Teep 

It appears you didn't engage in the chat invite Sky previously sent you. Although you haven't retained your proof of posting I’ve re-escalated your post to Sky and the Escalation Team may get in touch with you when they open later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

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

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

[Mr+Flibbles+86]

Thank you for escalating this. We’ve sent an invite to chat 

[Teep]

Thank you, I have found the notification bubble thing now and have replied. I'm not getting notifications or emails so it's only when I check back on to this thread that I get updates. 

[Teep]

What is with the badges and community status thing? That's really odd. I just tried to check my account to make sure my email address was correct as I haven't been getting notifications or emails on this thread

[Mark39]

@Teep you won't get notifications about escalation/messaging responses from Sky. Just check back from time to time for updates from Sky. Messaging ends after 48 hours.

[Addie15]

Update-We are closing this chat session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.