charged for returned equipment

[DLewis1956]

hi all, i cancelled my sky broadband recently, got my returns label and sent it all back, i was reminded to send it back via text so i rang them and the first operator said we have received it, couple of weeks later i get another one so ring again and this one says its at the royal mail depot you have to ring the, which i did, and they told me it had been delivered, so rang again and got another one who said oh dont worry loads of people get that message, and i left it at that. Now today i get a message saying you have been charged for none returned equipment, has any one else had this issue? I still have the receipt which proves i posted it, any help would be great, thank you

[caesarome · Accepted solution]

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@DLewis1956 wrote:

I still have the receipt which proves i posted it, any help would be great, thank you

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@DLewis1956 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.

[DLewis1956]

thank you much appreciated

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @DLewis1956 to chat.

[DLewis1956]

thank you

[Angela734]

Hi I was charged £141 for non return of sky equipment but didn’t receive box they said they sent anyway spoke with sky and they sent Royal Mail next day and all equipment returned was told I should ring and get a refund that day. Ringing sky is an impossibility you just can get where or who you need to speak to. Used the online chat and was told this would be put through. Nothing yet how can I get my refund if £141 when I cannot speak to them. Thank you Angela

[caesarome]

@Angela734 

When did you return the equipment and do you still have the proof of posting ?

[CIHeap]

I have recently returned my sky equipment but have now received an email and text saying I'm going to be charged for non return, I have proof of postage and have tracked it and it's been delivered it was singed for! What do I do about cancelling the charge for non return when they have my equipment back already? 

[Daniel0210]

@CIHeap 
I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow.

You need to watch out for a post 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 fairly regularly.

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

[Mr+Flibbles+86]

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