Charged for not returning equipment which I returned!!

[MarkGoldsmith]

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@Rob73 wrote:

Also from reading the forums I found out Sky are now owned by comcast, 

They have been for the past 5 years.

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[Rob73]

So, after I posted my equipment (Sky Q box, Sky Q mini box, 2x remotes, 2x HDMI cables, 2x power cables)  on the 19/02/24 I recieved an email from Sky on 20/02/24 to say thanks  and that it was with their courier. Today I got a text saying I had to return equipment or face a penatly charge. Thankfully I have a scan of the certificate of posting, and a screenshot of succesful delivery which was made on the 21/02/24.

So now I have to phone Sky and tell them to check their own system to confirm reciept of goods.

[MarkGoldsmith]

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@Rob73 wrote:

So, after I posted my equipment (Sky Q box, Sky Q mini box, 2x remotes, 2x HDMI cables, 2x power cables)  on the 19/02/24 I recieved an email from Sky on 20/02/24 to say thanks  and that it was with their courier. Today I got a text saying I had to return equipment or face a penatly charge. Thankfully I have a scan of the certificate of posting, and a screenshot of succesful delivery which was made on the 21/02/24.

So now I have to phone Sky and tell them to check their own system to confirm reciept of goods.

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@Rob73 in all likelihood the reason you are receiving the communications is because Sky haven't been informed your products have been returned, which is the reason the Sky system says its not been returned. The returns aren't handled by Sky, they are handled and processed by a third party so aren't necessary quick are updating Sky with the list of returns they have received.

As you have proof of postage, if you want we can escalate to the Sky Messaging Team, who will be able to assist with this?

[Rob73]

Hi Mark, 

It's OK. I called CS and they took details of return code and updated their record of return. Really glad I kept them.

[Chalk+Serpent]

When I put in my cancellation last week, the advisor said when I return the Q box to make  sure I keep my Royal Mail receipt as proof. Presumably then this happens all the time. 

[Daniel0210]

@Chalk+Serpent 

Yes. Returns are currently taking 2+ weeks to be processed by Unipart. 

[benley86]

Reading the thread here did people get this issue resolved 

i have just recieved the text i am being charged £50for not returning my old router, recently moved house so finding the receipt of postage is proving tough. Ladyreally didnt care on the phone was very much system says it hasnt arrived i dont care. Makes sensethat its 3rd party company. will they charge the 3rd party if i prove postage i think not... 

Been a customer for 7 years never had an issue like this just moved all my household mobile contracts to sky too..... shows they value loyal customers... 

[caesarome]

@benley86 

To see if they can help you with this I have escalated your post 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:
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 have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @benley86  an invite to chat.

[Hamdi3000]

Same is happening to me, however I am being charged £117, which is absolutely ridiculous.

[Mark39]

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@Hamdi3000 wrote:

Same is happening to me, however I am being charged £117, which is absolutely ridiculous.

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So...have you returned Sky's equipment? Do you have proof of postage, or receipt by Sky?

[Hamdi3000]

Yes I returned the items but I don't have the receipt I looked everywhere for it

[SKY1992bf]

@Hamdi3000  we can ask sky to contact you via the forum if you prefer but as you don't have the proof of postage refunds would be at sky's discretion 

[Hamdi3000]

Yes please, I don’t want to be unfairly charged £117 for it, which I believe is a mistake. There should be a way for Sky to help me verify the return.

[SKY1992bf]

@Hamdi3000 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome