Return equipment fee

[Albacete]

Hello, 

I had to return my equipment before the 07/02, I posted on 04/02 and I received an email from sky saying thank you for returning the equipment on 08/02 at 13:00 the same day I received another email at 11:00 saying "equipment not returned" and finally the 50 pounds were taking from my account. 
is it possible that the 50 pounds are refund to me considering I sent the package on the 04/02 ? Thanks 

[Daniel0210]

@Albacete 
This is mainly a customer helps customer forum and you aren’t talking to Sky Customer Services on here. Have you retained your proof of posting? If you haven’t, any cancellation of non return fees would be at Skys discretion. If you’ve kept it let us know and we can escalate your post to a Sky staff expert.

[Albacete]

Hi, 

I have my proof of post, I also have the email from sky saying thank you for returning the equipment, could you please let the sky staff know about this case, happy to send evidences ? Thanks. 

[Daniel0210]

@Albacete 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you but it'll be tomorrow now.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

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

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

[Mr+Flibbles+86]

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