Still getting charged for returned items

[KendallStock]

We received an email from Sky on 19th March stating that we will be charged £274.00 if we don't send back the equipment.

We sent back the equipment on 29th March, and showed proof of postage.

We received an email on 8th April to say we have to pay £105.00 in the next 10 days otherwise legal action will be brought against us.

Today (on 9th April) we called Sky to ask what we are still getting charged for when all the equipment has been sent back. The customer service advisor wasn't clear, and at first said we still had to pay £274.00, then we could call up in a few days to get a refund of £105.00. We explained that we weren't happy to do that as that's not the instructions in the last email.

Then they said we don't owe anything and we'll get a refund of £105.00. We said we were confused as we're getting threatening emails that we'll have legal action so we want to make sure we don't owe anything, and asked if they could update our file with the conversation. However, they seemed to put the phone down, so we're not sure where we stand.

Due to moving abroad, we've paid almost £400 to get out of the contract. Then have sent all the equipment back, so we're not sure why we're still getting emails demanding £105.00. Please can someone look into our account or explain why?

[Daniel0210]

@KendallStock 

No one here can look into this for you. If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

Do you still have the proof of posting? 

29 March was less than 2 weeks ago. Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from Skys Messaging Team.

If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

[KendallStock]

Thank you for coming back to me. I didn't know where else to contact as the person I spoke to on the phone didn't help us understand the situation. Yes, I have a receipt from the Post Office of the proof of postage.

[Daniel0210]

@KendallStock 

To see if they can help you, or at least clarify things, I’ve escalated your post to Sky 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

[Tom-W19]

Thanks for escalating. We've sent an invite to @KendallStock.

[KendallStock]

Thank you for your help, that's now been sorted 🙂

[Addie15]

Update-We are closing this session now as this matter has been resolved. Thank you.

[CBradshaw]

Hello - I am also having the same problem as the above.  We have moved abroad and cancelled our sky internet and TV, and because we moved out of the house prior to the contracts ending, we arrange for the sky equipment for these two services to be returned through sky's website, and received royal mail paid postage for returning the items.  The items were returned using those royal mail paid postage returns.  However, we are now receiving emails stating we will be charged for this equipment because it has not yet been received by sky, but sky should have received those items a number of weeks ago (and should be able to track this as the royal mail paid postage provided by them was used to return the items). How can I get this resolved asap so we are not charged for this equipment?

[Daniel0210]

@CBradshaw 

Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

As above, we would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

As you're now abroad you need to contact Sky by using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

🟧Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟧Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Please don't try to post an image of the Royal Mail tracking or postal receipt as Sky don't allow them on the forum.