Sky didnt receive my equipment that I returned

[SheenaOh]

Hi, 

I recently left SKY and sent back the SKY equipment, which Royal Mail confirmed was delivered on 28/09/23. I have a proof of postage receipt and a Royal Mail tracking number: ZF404315425GB (https://www.royalmail.com/track-your-item#/tracking-results/ZF404315425GB)

However, Sky has sent me an email and text saying I still need to return my equipment or I'll be charged by the end of the month. At first, I thought perhaps the system takes time to update but I received a reminder again today, over a month after it was delivered. Since I have fulfilled my obligations of sending it back and have proof of postage/delivery, I don't understand why it is still assumed as not returned. I have been trying to contact Sky about this but am unable to get through the telephone line. 

As such, I would be really grateful if someone could share an email or direct contact person at SKY, whom I can discuss this with or send the proof to. I don't want to be charged for a non-return of equipment that I clearly returned.

Thank you in advance, 

Sheena 

[caesarome]

Sadly this does happen @SheenaOh so to get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to SheenaOh.