Wrongful direct debit payment

[RidaHalim]

My name is Rida Halim and I used to live at [Removed] where I had Sky Broadband. I moved out of the apartment on the 1st of December, 2024 and had called Sky support in advance to end my contract and connection accordingly. I had paid the required amount back in December and gave Sky a forwarding address where they had to send a return parcel for me to send back the WiFi modem. 

The return parcel was never received at the address, and additionally I was charged £43 via direct debit on the 23rd of February not knowing for what exactly.Could you please look into this and let me know what has happened with the account and also process a refund as I have been wrongfully charged.  

Moderated to remove personal information.

[Chrisee]

@RidaHalim you are not talking to Sky by posting in this public forum. You do not need packaging to return the hub if you follow the instructions here https://www.sky.com/help/articles/return-tv-broadband

You need to call Sky if you want to discuss this with them

[Daniel0210]

@RidaHalim 

Return packaging is automatically sent to the address the account was for, not your new address. By the way, this is a customer helps customer forum and you aren’t contacting Sky Customer Services on here.

You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.