Sky threatening to charge for equipment when it has already acknowledged return

[Tractorbob1]

I have received an email from Sky today, threatening to charge for a Sky Q Hub that it acknowledged (one month ago) had been returned.  I see on the Forum this was a common complaint about a year ago - have things not improved?  What should I do?

[cookiemonsteruk]

@Tractorbob1 

Can you post proof of delivery from Royal tracking site and we can escalate to sky

[Tractorbob1]

@cookiemonsteruk   Better than that, I have an email message from Sky, confirming that the unit has been returned!  It seems the process is broken somewhere - but if Sky actually takes the money, having acknowledged none is due, I guess that's theft?

[cookiemonsteruk]

@Tractorbob1 

Keep an eye out on this forum preferrably using a chrome browser

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.

[Tractorbob1]

That's great - thanks - I'll do that.

[Lisa-P1987]

Thank you for escalating this. We have sent Tractorbob1 an invite to chat 🙂 

[Mr+Flibbles+86 · Accepted solution]

Update - This has been resolved on a private chat