@Susan175
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” 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
The fact you have the proof of posting receipet mean it should be sortedx by Sky when you get to talk/chat to someone about this.
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