Charged for a box I've returned

[Sharon+Baker]

I have been charged for a box I returned so an overcharge of £50.  I need to speak to someone but I'm finding it impossible to get help

[Daniel0210]

@Sharon+Baker 
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.

[Sharon+Baker]

Yes I have the proof of posting and it was received on 29th Dec due to postal strikes it was delayed

[Daniel0210]

@Sharon+Baker 

In that case I’ve escalated your post to Sky and the Escalation Team may get in touch with you 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.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

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.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Lisa-P1987]

Update – Thanks for chatting to us Sharon+Baker. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂