Charged for not returning equipment which I returned!!

[Rick1979]

Looking at it there are thousands of complaints About this. I didn't keep the Royal Mail return receipt as I thought after a month or so I had heard nothing from sky. So when I got an email stating I was getting charged £50 for not returning the router I was obviously not happy. On receipt of this I phoned a very rude person from their "customer service " department [content removed] and basically told me it was tough. I returned the faulty equipment the day after I received my new router in the box which it came in. Tbh I am really peed off, to the point I am thinking of cancelling the lot and taking the hit in cancellation fees as I know this will cost sky more in the long run. Also they appear to be charging me more on my renewal than I was quoted so I could probably take them to the ombudsman for this and get out of the contract free. I was guaranteed not to be payin any more than £89.50 a month and for some reason they are charging me £92.60. Has anybody come across this before or asked for the taped telephone calls I know they take? been with them for years and this is how they treat loyal customers, JOKE!

Moderator note: language removed

[GD1]

@Rick1979  Without proof of postage it will be at Sky's discretion whether to refund the non return fee.

To get to you some help I've escalated your post via the community chat. 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

[Daniel0210]

@Rick1979 

Unfortunately if you haven't retained your proof of posting any cancellation of non return fees is at Skys discretion. You could ring again and ask the Sky agent calmly if the goods are recorded as having arrived. 

[Rick1979]

Thanks, appreciated. It is rather strange though how many posts I have seen of people complaining about the same thing....

[GD1]

@Rick1979  By default forums tend to only attract negative posts/complaints, I doubt is it 1000's though.

[Greenfingers001]

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

[Lisa-P1987]

Update – Thanks for chatting to us Rick1979. Unfortunately, there was no further response on the chat in 48 hours, the necessary actions were taken however. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

[Rick1979]

Hi sorry for the delayed response. I didn't have any further questions. On the chat I can't seem to see anymore it was confirmed that the charge for my equipment would be removed from my account. I have just checked my latest bill and it is still showing? Thanks 

[caesarome]

As you didn't respond further on the chat it was closed so I have alerted them again for you so they should get i contact sometime tomorrow.

[Mr+Flibbles+86]

Thank you for re-escalating this. We have sent an invite to chat to Rick1979

[Addie15]

Update-This matter is now resolved, hence we are closing this chat. If there is anything else we can help with, please do not hesitate to reach out. Thanks.

[Bowshkinz]

I am having exactly, the same issue and did the same as you after a month, I didn't keep my receipt even though I sent it back after 2 days of receiving the returns box, and am now being threatened with a £50 fee, absolutely disgusting service.

[caesarome]

@Bowshkinz 

Even though you have no receipt to see if they can help I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Mtyler1992]

I've had the same issue, returned my equipment on the 5/10/22 and heard nothing so binned the receipt. Now today I've been charged £50 for not returning equipment. Cannot get through on the phone or anything.

Been using sky for over 5 years and always an issue when I need to contact customer services

[caesarome]

Although you haven't got the receipt @Mtyler1992 to see if they can help you I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.