I have returned my equipment but sky is asking for it

[AngAp]

Hey 

I didn't get a chat bubble thingy. 

[caesarome]

Your post can't be escalated to the chat team unless you do manage to have the proof from when you returned the boxes from 2 years ago ?

You must have missed previous messages from Sky as they don't just pass the debt on to a debt collection agency unless they have contacted the customer a few times first.

[AngAp]

Literally nothing. Not a letter or email. I just presumed they had rec'd it and all was good

[Daniel0210]

@AngAp 

You should have received communication from Sky chasing you for the outstanding equipment. The transfer of the debt to a Debt Collection Company is basically a last resort. I'm afraid if you contacted Sky now (without proof of posting) all the agent would be able to tell you is the amount owed and the name and contact information of the debt company. You will have to deal with them unfortunately. We advise many customers daily about keeping proof of posting indefinitely. 

[CTR]

I am having the same issue

I returned the equipment and was chased to return a few weeks later

I used the text messaging service and have this stating "thank you for returning your equipment" but they have started chasing again and say it can't be resolved without proof of postage, Ican't find this.

It's causing my husband real distress as he suffers from short term memory loss as the result of a stroke, he forgets we have already returned and is worried we'll be in trouble 

Can anyone help please 

[caesarome]

@CTR 

To get you some help 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 need to respond to it as soon as you can.
This isn't a live chat so replies are not instant.

[Greenfingers001]

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

[irinaizabela]

Same is happening to me now. I have returned the equipment 2 or 3 weeks ago and now they re telling me I still need to return it.

it is absolutely not my problem that they cannot track returns. If they charge me I will make a huge scandal as their services are extremely **bleep** anyways. I will immediately cancel all my services with them if they will charge me one penny. Ridiculous

[MarkGoldsmith]

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@irinaizabela wrote:

Same is happening to me now. I have returned the equipment 2 or 3 weeks ago and now they re telling me I still need to return it.

it is absolutely not my problem that they cannot track returns. If they charge me I will make a huge scandal as their services are extremely **bleep** anyways. I will immediately cancel all my services with them if they will charge me one penny. Ridiculous

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@irinaizabela 

Firstly you won't be able to cancel if you are still within your minimum term contract.

Secondly did you retain proof of purchase as if you did we can escalate this to the Sky Messaging Team who will be able to use that proof to verify.

[Rich1978]

exactly the same is happening to me

[jamesn123]

@irinaizabela 

Sometimes returns get lost or are not processed quickly. Best thing to do is to get in touch with Sky and let them know you have returned the items.

Ideally if you have the proof of postage still you can send a picture of that.

[irinaizabela]

I will do my best to cancel as this is ridiculous. I have returned it AGES ago, of course I haven't kept the little paper, who even does keep it ?! 
absolutely ridiculous 

[irinaizabela]

Yes I will call them and tell them but I haven't kept the Royal Mail little paper with the proof - who keeps those weeks after? I think it is an excuse to charge people anyways. I hate Sky and their horrible service

[MarkGoldsmith]

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@irinaizabela wrote:

I will do my best to cancel as this is ridiculous. I have returned it AGES ago, of course I haven't kept the little paper, who even does keep it ?! 
absolutely ridiculous 

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The advice is to retain the proof for a couple of months as the third party Sky use to process the returns are pretty bad and are prone to not processing returns and not updating Sky that a return has been made.

With the proof of postage Sky will be able to track the return to check that it was delivered to the third party company that they use.

[irinaizabela]

I understand what you are saying but it would have been way more useful to know this BEFORE i returned it so i would have taken a photo of the proof or something. This is definitely not the customer's fault and it is an issue with Sky and their third parties which they are collaborating with. There is no way to blame it and accuse the customer of not returning. Hence my point of I will change suppliers immediately if I see a £50 charge on my account.