I left Sky Broadband due to their incompetence

[ElChopChop]

After suffering DISGUSTING Customer service, being given conflicting information every time I call up & constantly having extra charges added to my bill, I left Sky Broadband after my contract had ended. I was told I would need to return my router box and Sky would send packaging to me to do so. Nothing turned up apart from an email stating I had failed to return the equipment. I called and was told the packaging would be resent. Surprise surprise - it wasn't but I received another email about "non return charges".

Rinse and repeat 5 TIMES and I am now being THREATENED by Sky Broadband with DEBT COLLECTORS because they have still not sent any packaging. Tonigh, I received a "Final warning" email, pay us £50 or we'll send a debt collector out. I called up AGAIN, spent 10 minutes listening to a "customer service operator" explaining how to stick a label to an envelope before putting me on hold for "a few minutes" to speak to the relevant department.

1 hour and 35 minutes later, the call cut off because the phone lines closed for the day. I find it absolutely ridiculous that Sky Broadband find it easier to send a third party Debt Collector than a prepaid envelope.

I'm looking for suggestions as to which independent body I should contact to report the harassment, threats and blatant incompetence that I have experienced from this joke organisation. Do I go for the Ombudsman's Office, Trading Standards or somewhere else?

Suggestions are welcome 

[Daniel0210]

@ElChopChop 

Regarding returning the equipment, 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.

[Chrisee]

@ElChopChop regarding which organisation youcan complain to you need to follow the procedure set down by Ofcom the industry regulator who do not handle consumer complants directly. The first step is to exhaust the companied complaint procedue first see here. If either Sky cannot satisfy you or 8 weeks passes you can then go to the independent complaint arbiter CISAS 

You can get independentadvice from the Citizens Advice consumer line who can refer your issue to the relevant Trading Standards department if they agree that there is a possible breaxh of the law.. 

[ElChopChop]

If Broadband wants their router back it really shouldn't be a problem for them to send me packaging - I'm certainly not going out of my way to do it all for them. 

Which process would be easier for Sky Broadband - send an envelope or send a debt collector? 

[ElChopChop]

Called Broadband this morning to log a formal complaint. Was unable to do so as "the system was down" (exactly the same as every other time I've called) 

Joke organisation who treat paying customers like dirt and are apparently accountable to no one - looking at the reviews on trustpilot, it's a wonder they are still in business 

[GD1]

@ElChopChop  You don't need to call to log a complaint see here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[ElChopChop]

Thank you 🙏