Problem with return

[Elliemay+123]

I ordered an apple MacBook 15 inch and when I received it it was the wrong one so I phoned Sky and returned the item immediately. I had an email back on the 4th of December to say I had received it but for some reason they haven't amended my bill. It's still showing that I have to pay for the Apple MacBook that I returned.. 

I have emailed Sky Mobile four times no reply

I'm guessing to the point where I'm thinking of counselling my direct a bit I'm just paying for what I owe not what they're telling me I owe which is incorrect. why is it taking so long to amend my bill?

[Daniel0210]

@Elliemay+123 

Sky don't use email for general communication so that will explain why you haven't had a response. 

The device will need processing and checking for damage before the change is reflected in future bills. You'll need to call Sky for a progress report. 

[Vic32]

Same problem, returned iPad , received email confirming receipt of return then Sky deny it has been received. Total scam, obvious fraud. 19 conversations but Indian call centre, can't understand anything they say then they transfer you without a word. Disgusting service.

[caesarome]

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@Vic32 wrote:

Same problem, returned iPad , received email confirming receipt of return

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Does the email thank you for returning it or that the company that handles the returns have received it. When you returned it did you get a receipt so that it can be tracked ?

[Vic32]

I have an email from Sky confirming my return had been received and provided a reference number. I threw the post office receipt away as the return was completed. However Sky have taken £31 and plan to take another £31 in a few days, claiming their return department is managed by another company and things get 'confused'. I keep phoning but always get their Indian call centre where staff are rude, unprofessional, incompetent and ignorant. Sky simply don't care, if you speak to someone in England they promise to call you back in 48 hours then you never hear from them again. SCAM. FRAUD

[Elliemay+123]

Well I shall ring them tomorrow and if I don't get a resolution, My direct debit is due out the 28th and I shall be cancelling it before then and paying for the items that I have only. I'm not gonna mess about with them. They're very quick to take your money but not so quick to give it back. See how quick they are to resolve it when I'm not paying for it

[Daniel0210]

@Elliemay+123 @Vic32 

Cancelling your payment method is not a wise move as others on here have found. Sky will restrict any remaining mobile services, you then won't be able to call Sky until you pay what they believe you owe, they'll add on late payment fees, and eventually pass any debt to a debt recovery company which could impact your credit rating. 

[Elliemay+123]

But I have my receipt from the post office proving that I've returned it. I have an  email from Sky saying they've received it with a reference number so why should I be paying for something I haven't got ? it was a mistake in the first place they Send me the wrong item..  I'll just have to ring them in the morning and hope there's somebody competent On the other end of the phone,that can deal with the problem 

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Moderator note: Removed inappropriate language

[apcsky]

Hi all, I am having a similiar issue. Some how somebody managed to order two ipad using my account. I was alerted by Sky. The agent asked me if I ordered them I said no I didn't. Anyway he managed to change the delivery address to mine because there were going be delievered to the frauster address. Sky then sent me an email so I can return them. I scanned the QR Code and sent them back. This is address that showed up. Apparently It isn't correct., Sky Mobiles Sky UK Ltd 65 Kempson Road Birmingham. I have cancelled My Sky Account as from 26/08/25 and today I have recieved a bill for two months for the Ipads. So I phoned them up. Now Sky are investaging the whole situation. When I was informed everything was sorted last month and they confirmed they items we're returned. To state I am baffled is an understatement.

[caesarome]

@apcsky 

When they phoned you are you sure it was Sky you were talking to as the scammers are known to call saying they are from Sky, could this be what has happened here ?

What was contained within this email they sent you ?

It sounds like this si what has happened as someone has gained access to your Sky account possibly by someone responding to a fake email:

https://www.sky.com/help/articles/account-takeover

[PandJ2020]

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@apcsky wrote:

Sky then sent me an email so I can return them. I scanned the QR Code and sent them back.

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You did not send them to Sky.  You sent them to the scammers.

It wasn't Sky you were originally communicating with.

[apcsky]

@caesarome it looks like that is indeed the case. It is only recently I was asked to set up a secret password. Which should have been set up from day one then my account would have been safe. I just hope this mess can be sorted ASAP.

[apcsky]

@PandJ2020 I guess you are right. I do normally check addresses before returning items. But because I thought Sky intercepted them from being delievered to fraud address. I expected all email sent to me afterward would have been from Sky. Anyway I will see what the outcome will be.