Equipment send back, says it's been delivered, Sky still trying to charge me

[JBear1422]

Hi there, I posted back my Sky equipment on the 9th October 2025, still holding onto the receipt. Checking the receipt, I can see the parcel was delivered on 13th October, 2025,  using the tracking number, where it was delivered and signed. 

I had to use my own packaging as Sky sent their own packaging to my old address, where a representative said the best option was to use my own packaging. I followed the return instructions with the correct address provided to me. 

I was texted today 21st October 2025 that they have "applied a charge to your account as we still haven't received the equipment back", all of my equipment was in one box. 

What should my nexts steps be? Was it the case where it's still a work in progress to check over? Thank you 

[caesarome]

@JBear1422

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

[JBear1422]

Thanks for providing me this information, unable to call them right now, will message them on social media. I will keep updated here