Return of sky equipment

[Sky480f3]

I have sent my sky equipment back by royal mail tracked and its been nearly 3 weeks and sky are saying they have not received them and now charged my account, can anyone help please 

[caesarome]

I have escalated your post to Sky who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

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

[Mr+Flibbles+86]

Thank you for escalating this. We have now sent an invite to chat

[Mr+Flibbles+86 · Accepted solution]

UPDATE - This has now been resolved on a private chat

[Sky480f3]

Hi I spoke to someone about return of my sky equipment they said my bill would be updated within 24 hours and it still hasn't can someone help me with this please thank you 

[caesarome]

When did you return the equipment and were you charged for not returning it ?

[Sky480f3]

Over 3 weeks ago I spoke to someone from sky on the 25th Jan and they sorted it for me and said my bill will update within 24hours and it hasn't 

[caesarome]

Have you looked at next months bill to see if the credit for this has appeared there ?

[Sky480f3]

Yes they have added the charge for the equipment onto the bill which is due to be taken out on the 3rd Feb but when I spoke to someone on the 25th Jan they said they had sorted it and my bill would update within 24 hours 

[caesarome]

And what about your March bill, have they added a credit here ?

[Sky480f3]

Just checked yes they have credited March's bill so what does that mean I need to pay it for them to credit it me back? 

[caesarome]

That is correct as it was to late for this to be applied to your next bill because once it has been created any changes or credits go onto the next bill.

[Sky480f3]

OK thank you 

[Decca63]

Hi I have returned my sky q hub but getting messages saying I am getting charged?

[SKY1992bf]

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@Decca63 wrote:

Hi I have returned my sky q hub but getting messages saying I am getting charged?

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@Decca63  Do you still have proof of postage