Sky Want to Charge for Broadband Hub that has been returned and acknowledged by Sky!

[Gazfrog]

My partner has moved in with me and brought her Sky broadband with her - she wants to keep a utility in her name and the email address that she's had for 20+ years.  I cancelled my Sky broadband because Sky didn't do it automatically and returned the Broadband Hub via the Post office on 23rd March and have a receipt.  I've received two acknowledgements from Sky that the equipment is with their courier so the process has been completed - or so I thought.  Have received an email this morning demanding the return of the equipment otherwise I will be charged!  With no direct right to reply - this is ridiculous!  The service that Sky 'provides' continues to get worse.

Any advice on how to proceed?

[Daniel0210]

@Gazfrog 
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point and their Messaging Team should contact you later.

Look out for a post on this thread 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 periodically.

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

[Daniel0210]

@Gazfrog 

Now escalated. 

[Greenfingers001]

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