Sky Q box returned but Sky keep sending messages saying it hasn't been

[Outertrial]

Hi everyone

• 01/03/25 - I returned my Sky Q box in Sky's packaging and got proof-of-postage
• 05/03/25 - received email confirmation from Sky thanking me for sending it and confirming it was on its way to them
• 19/03/25 - received first email and text saying I hadn't returned their box and threatening me with £117 charge
• 19/03/25 - I called Sky's call centre and spoke to an agent who assured me they had received it and I would receive no more messages
• 08/04/25 - (today) Received another email and SMS from Sky threatening me with an imminent charge of £117 if I don't return the box I sent a month ago that the agent assured me they had received

What can I do?

[Invisiblename]

@Outertrial   I've escalated this to Sky for you - watched out for a blue chat bubble in this forum.  

[Daniel0210]

@Outertrial 
Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. As you have proof of posting we can maybe get you some help from Skys Messaging Team.

If you have the proof it should be fairly straightforward. Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

[Outertrial]

If you can help I would really appreciate it as it's becoming quite stressful now getting these messages. 

[Daniel0210]

@Outertrial 

@Invisiblename has already escalated it to Sky. 

Look out for a post on this thread 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 periodically.

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