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]

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.