Charged for non-return incorrectly

[clark2710]

I've received an email stating that i will be charged for the non-return of a Sky Q Hub, however I am not required t return anything as I am still with Sky and the only recent changes to my package have been the removal of Sky Movies and Sky Kids, and the addition of Sky Phone and Broadband.

I have previously mentioned this to an advisor on a call and was promised that this was an error and would be removed from my account only to see the charge as pending on my July bill!

Can someone please assist with removing this permanently please?

[GD1]

@clark2710   I've escalated your post via the community chat. 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

[Daniel0210]

@clark2710 

To see if they can get this resolved I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

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