Charges applied for not returning multiscreen box

[DanniiM]

I have today received a text to say that charges are being applied for unreturned equipment. I work Monday to Friday 9-5 so my Mum posted for me at the local post office. I then received a text to say it had been received but I don't keep texts etc and today have received a text to say they haven't received it so charges are being applied. My Mum didn't keep the receipt when I said they had confirmed they had received the equipment and now I have no way of proving otherwise on my side. Is there anything I can do?

[Chodley]

How long ago was this?

[DanniiM]

Equipment was posted 28th July and I received the confirmation within a week. Had 1 reminder after receiving the confirmation but it stated if already returned please ignore so I did. And then received update on charges today.

[Daniel0210]

@DanniiM 
If you haven’t retained any proof of posting any cancellation of non return fees would be at Skys discretion. Would you like to be contacted by the Messaging Team via a private chat on here to see if they can help? 

[DanniiM]

That would be very helpful, yes. Would they not have any record of the confirmation they sent to me on their side?

[Daniel0210]

@DanniiM 

As customers we don't know what agents have access to but I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

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

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @DanniiM to chat.