Returning equipment

[Emma311016]

I've returned my Sky equipment and have the proof of postage receipts however, am still being emailed to ask for the equipment to be returned. I've tracked the parcel and it's marked as the post office had it but no further updates and this was over a month ago 😩 I called Royal Mail and they said it looks like the item is lost. I've contacted Sky and waiting for a response - has anyone else experienced this? I don't want to be charged for equipment I actually did return! 🙈

[jamesn123]

@Emma311016 

This is not uncommon, you would need to talk to Sky, they may ask for the proof of postage.

[Daniel0210]

@Emma311016 

How long ago did you contact Sky? 

[Emma311016]

Today - I just got off the phone with someone who said they would stop the correspondence regarding returning equipment but I'm not convinced that I won't receive a charge

[Daniel0210]

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@Emma311016 wrote:

Today - I just got off the phone with someone who said they would stop the correspondence regarding returning equipment 

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@Emma311016 

If you receive any more reminders post again in this thread and we can get you some help via the Messaging Team. Keep that proof of posting safe and indefinitely. 

[Emma311016]

Just received a message from Sky this morning:

Hi. Following our previous reminders, we've applied a charge to your account as we haven't received our Sky equipment back. For more info go to sky.com/returns

So all my previous complaint did was stop the 'return your equipment' messages, and didn't acknowledge I have actually sent them back!

[Daniel0210]

@Emma311016 

Did you keep the proof of posting as I recommended? 

[Emma311016]

100% and kept a photo 

[Daniel0210]

@Emma311016 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Emma311016.

[Emma311016]

Hi,

I've just received another email saying I still owe money for this and that it will be passed to a debt collection agency, despite being told several times that there is no charge to pay every time I contact sky. There's definitely something not being communicated here!! Any help to get to the bottom of this would be appreciated!

[caesarome]

@Emma311016 

I have alerted the chat team again to your latest post so look out for the chat bubble.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Emma311016  an invite to chat.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Emma311016 · Accepted solution]

Thank you all - I've been in touch with the complaints department who have resolved the issue 👍🏻