Non return charge

[alcudia60]

Can anyone help please.

i am being charged £53 for non return of equipment. It seems that sky have sent all emails to my partners email address and they went in her junk file.

no return packaging has been received.

any ideas on how to resolve this? 
I tried chat ( unrelated matter )but was connected with a very unprofessional, rude, disrespectful person named Wasiim. 
The options on calling don't seem to cover this. 

[caesarome]

@alcudia60 

If you do need to return some equipment then you need to do this and when you have make sure you keep the proof of posting because once the equipment has been received we can arrange some help for you via here to get the charge refunded.

[alcudia60]

Thank you for your reply. 
I'm once again on chat and the agent has reissued the IFPR. However, I haven't received any emails. 

[caesarome]

@alcudia60 

Have you returned the equipment and do you need to return something ?

[Daniel0210]

@alcudia60 
If you’ve cancelled successfully Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q, for any loaned equipment they are expecting back. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband  

As stated by @caesarome keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[DaveDrizen]

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@alcudia60 wrote:

Thank you for your reply. 
I'm once again on chat and the agent has reissued the IFPR. However, I haven't received any emails. 

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Is your email  set up as the correspondence email address on your  Sky account or is it still your partner . You can check this by looking in account details in the my Sky app or by logging it to your account on the Sky.com web site.