Sky lied

[Anna_]

Hello, I wonder if someone has has the same experience. 

I cancelled sky last year and was asked to send the box back wich I did. Never heard anything back from them until a few weeks ago when I received a call from customer service with a new offer for sky Q and sky broadband.  The guy on the phone said that I owe £160 on my account for the sky box from last year. I was obviously very shocked. He then said he will remove the outstanding balance if I took out his offer. I needed to change my broadband anyway and sky q was a good offer to turn down. He promised to take down the fee of £160 and while on the phone to me  his manager wiped it off as he couldn't proceed with the offer . Received a new sky box  and on the same day I received a letter from Lowell asking for the £160. To add I sent the sky box back last June and because I didn't hear back from them for over a year i discarded the receipt. 

[Mark39]

What have Sky said about it?

[Anna_]

When I called customer service I spoke to someone in India who told me to forget about the Lowell letter. I don't think they know what that is. 

[Mark39]

Well it sounds from your original post that the outstanding £160 must have been wiped for your subsequent order to have been processed. I can only guess that Sky's referral to the debt collection agency was already in train at that point.

If you wish, we can ask Sky's messaging team to contact you here so that you can confirm that your balance has been updated accordingly via a private online chat.

I would be uncomfortable with just ignoring the letter from Lowells. If it were me, I'd respond to it in writing, sent.by recorded delivery to tell them the debt has,been satisfied directly with Sky.

[Anna_]

Hi, yes please. How do we do we message sky on here ? I'd rather not get in touch with Lowell until I've cleared with sky. If you could help I'd be very thankful. Thankyou. A

[GD1]

@Anna_   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Anna_]

Thankyou for your help. 😊

[Mr+Flibbles+86]

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