Returned Equipment But Still Charged

[Isabel52]

I returned my Equipment in September after 6 months of not being connected or using any of the sky services. I still have proof of return and even received an email saying it has been received. Now I have a text that says I have been charged for non return of equipment. I had money taken every month from my bank when I wasn't even getting service and now this? Any help would be appreciated at this point. 

[caesarome]

@Isabel52 

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

[Isabel52]

Hi, we have contacted Sky by phone multiple times, we were told its all fine, no need to do anything we won't be charged as we have the email to say the courier has it and we have proof of postage. Now we have a text saying we are being charged. Contacting by phone isn't getting us anywhere. Is thre an email to contact as I want it all in writing now after multiple failed attempts to get this rectified. 

Thank you. 

[caesarome · Accepted solution]

I would put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Isabel52]

Thank you, we have, multiple at this point. 

[Daniel0210]

@Isabel52 

I don't think making multiple complaints helps but Sky have up to 8 weeks to resolve an issue or issue a 'deadlock letter'. 

[Isabel52]

No you're right, it doesn't. However each person we have spoken to on the phone has started a new complaint which hasn't helped, hence coming here looking for some sort of support or help in the issue as phone calls and apparently putting in a complaint has gotten us no further on unfortunately. At this point we just want to be done with the back and fourth. 

Ps. We have queried this, as has a supervisor and he did close some of the complaints to keep the main one open, it was back in june which I'm sure is more than 8 weeks so will query about a deadlock letter now, thank you for that. 

[leehartnup]

I have been charged for not returning a product despite the fact i gave it to the DPD drive, as requested and he photographed it. He put it in the box, snapped it and went away. How do I get this sorted?

 

[caesarome]

@leehartnup 

What device is it you returned and did you get any tracking details from DPD ?

[leehartnup]

It was a sky glass puck and remote. The driver took the new item  ( sky Q box) out of a larger box, put the old puck and remote in the box, took a photo and went away. that was it. It says and I quote " Have th eother item ready for exchange with your driver, Carl '. 

[caesarome]

@leehartnup 

You will have to speak to Sky tomorrow either by calling or using one of the social media links at the bottom of the page about this and explain that as per their instructions it has been picked up.

[LHam]

You sound exactly like me! I returned mine in October 'they can't find it' I used their packaging, their tracking and I luckily have proof of posting but I'm not on agent 4 and still not resolved! I've asked to escalate my complaint because I'm beginning to think it's just an excuse to extort money from me especially seeing online how many other people are having the same issue! 

[Hannah271]

I am also in the same position.  I've had a terrible experience with sky broadband wish I hadn't changed suppliers.  And today received a charge for £53  equipment I have returned!  I have so many post receipts as I am a Vinted seller but think I've found the correct one.  Not that it's easy to speak to a human in sky.  As others have said, the barcode was scanned on return so why are customers being charged?  

[LHam]

Mine was resolved - I started a complaint and sent the tracking receipt to a fourth person who confirmed the items had been received. All charges removed. It's not great though is it and part of me does wonder if it is to see if you'll chase it up. My broadband items had been received in October as I had told them but my complaint was only resolved two weeks ago! Appalling - so don't give up and open a complaint online that's what I did 

[Daniel0210]

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@Hannah271 wrote:

the barcode was scanned on return so why are customers being charged?  

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@Hannah271 

The barcode was scanned at the Post Office. Sky use Unipart to deal with returns and unfortunately they are taking quite a few weeks to process equipment at their warehouse.