Sky equipment returned but I'm still being charged for non return

[Essveejay]

I cancelled sky earlier this year and was asked to return the sky q box etc. I received the packaging and returned it on the 28th February (I still have the proof of posting receipt) I  received a message saying thanks for returning we can see it's with our courier. Subsequently I've received lots of messages asking me to return the equipment, culminating in a charge for non return. I managed to speak to an advisor through chat, last week and was assured it would be removed and I would very soon have a message confirming this. I didn't receive a message and have just checked my account where they say I have an upcoming charge of £117+ coming out on the 13th May! I've tried once again to contact sky but have had no luck. Can anyone here help me please? Tia.

[caesarome · Accepted solution]

@Essveejay 

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 may not be instant.

[Addie15]

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

[Addie15]

Update-We are closing this session as this matter has been resolved. If there is anything else we can help you with, please do not hesitate to reach out. Thanks.