Returned equipment - still getting email/text

[Chris_]

Hi,

I've returned my Sky equipment (hub) and it was received/delivered on 9th September. I have Royal Mail tracking to show this.

The Sky order tracking online shows "Return in transit - It's in the post" and on 12th October I got an email and text saying "We still haven't received your equipment, return it or I'll be charged £53".

As I've clearly already returned this, why am I still getting the email that it's not been returned!

Thanks,

Chris

 

 

 

[caesarome]

@Chris_ 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Chris_ .

[Victoria337]

Hi,

The same problem. I returned the sky hub on 14.09.24 (have proof of postage) and the tracking number shows that it was delivered on 17.09.24.

Thank you in advance 

---

@Chris_ wrote:

Hi,

I've returned my Sky equipment (hub) and it was received/delivered on 9th September. I have Royal Mail tracking to show this.

The Sky order tracking online shows "Return in transit - It's in the post" and on 12th October I got an email and text saying "We still haven't received your equipment, return it or I'll be charged £53".

As I've clearly already returned this, why am I still getting the email that it's not been returned!

Thanks,

Chris

 

 

 

---

[caesarome]

@Victoria337 

What issue are you having, are you saying you are going to be charged despite returning your equipment ?

[Victoria337]

Yes. Sky send me a message that I didn't return my Sky Hub and they will charge me. But I have a proof of postage and tracking shows me that it was delivered. Thank you.

[caesarome]

@Victoria337 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Victoria337  an invite to chat.