Return of sky equipment not received

[AndyDL]

Hi, hopefully someone can point me in the right direction as to my next steps as Sky appear to be ignoring my emails.

We cancelled our Sky subscription in May this year and returned our Sky equipment, including cables and remotes, using the provided packaging and returns slip at the beginning of June.

In mid June, we received an email from Sky advising that they had not received our equipment.

I emailed Sky back with a picture of the boxed up Sky equipment, with the top open so you could see what was in the box, proof of posting from the Post Office, and also confirmation of delivery from the Post Office website - equipment was delivered to Sky on 7th June.

Since then we have received two further reminders saying that we had not returned our equipment and despite replying to both, we received a text this morning saying that Sky have now applied a charge to our account as they haven't received the equipment back.

I don't know what else we can do. We have followed the exact instructions provided by Sky, have provided proof of posting and receipt and also attempted to communicate with them several times - and we have had nothing back other than emails/messages asking for the return of their equipment.

Has anyone else had this problem and if so, did you manage to get it resolved?

Any help/guidance greatly appreciated.

Thaks in advance.

[caesarome]

@AndyDL 

Do you still have the proof of posting ?

[AndyDL]

Hi caesarome, yes, we still have proof of posting, a phot showing the items in the Sky provided box ready for return and also a screenshot from the Post Office website confirming delivery to Sky. We have sent Sky all of this but it just seems to have been ignored.

[Mark39]

@AndyDL it's not uncommon, I'm afraid.  As you've kept proof of posting it should be straightforward to put right. Are you able to respond to a private online chat with Sky to sort it out?