Fee for returned equipment

[Di10]

I have received a text from Sky saying that you have not received my old sky equipment (it  was being returned as I have taken on Sky glass) but I returned it to you before the return deadline and using the prepaid packaging that you sent me. I also have proof of posting and the tracking number shows it has been signed for as received by Sky. Can you help me remove the impending fee?

[Daniel0210]

@Di10 
You’re not talking to Sky Customer Services on here as this is a customer based forum where customers try to help other customers.

I will escalate your post to Sky in a few minutes and the Messaging Team may contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply 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 fairly regularly.

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

edit: @Di10 escalated now. 

[Di10]

Yes, thanks for escalating this. I am struggling to find any Sky customer services that provides online help with this issue. It's a shame there's no link/online form to report this problem as it appears to be quite a common issue. But thanks again.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Di10 an invite to chat.

[Di10]

Thanks, it has now been checked and accepted that it was received so charges will be cancelled.