topic Re: Extra Charge - Debit Adjustment in Archive

Extra Charge - Debit Adjustment

Pile+of+Pooh — Thu, 12 May 2022 20:43:15 GMT

Hi all!

Ive noticed that my January bill has a £25.00 extra charge of which is sub-dated the 14th Dec for £25.00.

Any reason for this???

Many thanks in advance

Re: Extra Charge - Debit Adjustment

TechmanagerMal — Sun, 15 May 2022 10:58:52 GMT

@Pile+of+Pooh wrote:
Hi all!

Ive noticed that my January bill has a £25.00 extra charge of which is sub-dated the 14th Dec for £25.00.

Any reason for this???

Many thanks in advance

As we don't have access to your account here you will have to call Sky if clicking on the blue areas of your online bill doesn't show what it is for.
Is the charge still there on the later bills or has it been paid?

Re: Extra Charge - Debit Adjustment

caesarome — Sun, 15 May 2022 09:18:00 GMT

It could be that you have missed a payment and that you still owe this amount from a previous bill or perhaps you have changed your payment date, any of this apply to you ?

What does your previous bill show ?

Re: Extra Charge - Debit Adjustment

SKY1992bf — Sun, 15 May 2022 10:33:02 GMT

@Pile+of+Pooh Does it say what the extra charge is for, click on anything highlighted in blue

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 12:00:22 GMT

apologies i have not replied until now - The charge just says 'debit adjustment'. there has been no missed payments, no changes/alterations... nothing. I have emailed Sky on six seperate occassions now and no reply. Ive used 'live chat', but they will not deal with myself despite everything being in my details (the account has my step-son's name as lead, but has no acess to the account as every other detail is in my name) - so, 'sky chat' (after 6 days) decided they cannot help (me or my step son). I have called time on the account, but alittle concerned as the its showing pending further payments (which will more than double to the contract agreement).

Im really at the point where i no longer care about the £25.00 being stolen, given that the 'live chat' advisor recommended leaving the account fall into arrears and let mail come to my address from debt collectors for what will be the billing after giving notice on the agreement as they wont close the account!

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 12:01:51 GMT

Forgot to add that I have had to use live chat as the telephone lines are not open in the evenings and there has been no reply to any emails

Re: Extra Charge - Debit Adjustment

caesarome — Mon, 06 Jun 2022 12:07:03 GMT

To get you some help with this I have escalated your post to the Sky Messaging team who will 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 24 hours to be contacted via this.

This link explains how this works:
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.

Re: Extra Charge - Debit Adjustment

SKY1992bf — Mon, 06 Jun 2022 12:11:38 GMT

@Pile+of+Pooh Sky don't use email as a communication method I'm afraid, if the actual account is not actually in your name Sky are within there right to not communicate with you directly unless you can provide the account password if one is setup which would allow you to do most things except cancel the account

the password is a different one to the one used to login online

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 12:35:07 GMT

Everything is in my name other than the name on the account. The details, payments, communications are all in my name. They wont deal with my step-son as he has no access to my details. they wont deal with me as the account name is is my step-sons name. After the (last) 'live chat', i was to email to see if they would do anything that way...but...from 15+ years of experience with sky i am fully aware they do not communicate via email (they do not communicate with one department to another either)

Re: Extra Charge - Debit Adjustment

SKY1992bf — Mon, 06 Jun 2022 13:42:00 GMT

@Pile+of+Pooh If everything else is your name, how did your step son become the account holder (changing everything else to your name does not transfer liability of the account to you, your son is still liable for the account)

the escalation team may be able to help as per @caesarome post but you will have to pass the same security checks which you seemingly failed on via live chat

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 14:11:39 GMT

The liability is with my step son as the account is in his name. EVERYTHING else is MY name/details, the passwords, email, bank details, contact number etc etc etc etc....

ONLY in name is the account in my step-sons name - NOTHING else. Sky, (only after 5 days of live chats) would not deal with myself as the account is not in my name (of which, I understand).

HOWEVER, they will not deal with my step-son as he has no access, authority to my personal details, so, they will not accept his notice to the agreement, nor will the accept my notice to the agreement.

When my step son moved away and lost his job, the details were transferred to my DETAILS.

ALL we have BOTH requested is that the agreement finishes on the due date as neither of us will accept the price increases (of which would have more than doubled).

Sorry, I cannot put it any clearer than that

Re: Extra Charge - Debit Adjustment

SKY1992bf — Mon, 06 Jun 2022 14:38:09 GMT

@Pile+of+Pooh wrote:
The liability is with my step son as the account is in his name. EVERYTHING else is MY name/details, the passwords, email, bank details, contact number etc etc etc etc....
ONLY in name is the account in my step-sons name - NOTHING else. Sky, (only after 5 days of live chats) would not deal with myself as the account is not in my name (of which, I understand).
HOWEVER, they will not deal with my step-son as he has no access, authority to my personal details, so, they will not accept his notice to the agreement, nor will the accept my notice to the agreement.
When my step son moved away and lost his job, the details were transferred to my DETAILS.
ALL we have BOTH requested is that the agreement finishes on the due date as neither of us will accept the price increases (of which would have more than doubled).
Sorry, I cannot put it any clearer than that

@Pile+of+Pooh if your step son has tried to contact Sky and cancel the account which presumably you are not currently in a minimum term contract for the services you are trying to cancel and payments are upto date and Sky refuse to speak to him even though he is the legal account holder then all you can do is follow the advice the Sky advisor gave you

@Lisa-P1987 can you offer any further advice or is the above about right?

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 15:07:38 GMT

the agreement term finishes the 16th June and we wish to terminate from that point as the monthly costs are rising from /£46.00pcm to £91.50pcm.

We have both attempted to 'negotiate' better terms without success due to security measures sky have in place and we have both given notice without success due to the security measures sky have in place

Re: Extra Charge - Debit Adjustment

SKY1992bf — Mon, 06 Jun 2022 15:21:17 GMT

@Pile+of+Pooh Unfortunately the escalation team won't be handle cancellation and it's unlikely anyone on the forum will be able to assist further

I've tagged a sky employee into this thread and I'm sure they will post if they feel they are able to help

Re: Extra Charge - Debit Adjustment

Mark39 — Mon, 06 Jun 2022 15:23:51 GMT

@Pile+of+Pooh wrote:

ONLY in name is the account in my step-sons name - NOTHING else. Sky, (only after 5 days of live chats) would not deal with myself as the account is not in my name (of which, I understand).

HOWEVER, they will not deal with my step-son as he has no access, authority to my personal details, so, they will not accept his notice to the agreement, nor will the accept my notice to the agreement.

Sky can't act on instructions given by anybody except the accountholder, for data protection reasons. Nobody else's details are relevant.

To cancel, your stepson simply needs to verify his identity with Sky.

I don't understand what you mean by the phrase in bold. Why does he need access to your personal details?

Re: Extra Charge - Debit Adjustment

SKY1992bf — Mon, 06 Jun 2022 15:29:10 GMT

@Mark39 wrote:
@Pile+of+Pooh wrote:
ONLY in name is the account in my step-sons name - NOTHING else. Sky, (only after 5 days of live chats) would not deal with myself as the account is not in my name (of which, I understand).
HOWEVER, they will not deal with my step-son as he has no access, authority to my personal details, so, they will not accept his notice to the agreement, nor will the accept my notice to the agreement.

Sky can't act on instructions given by anybody except the accountholder, for data protection reasons. Nobody else's details are relevant.

To cancel, your stepson simply needs to verify his identity with Sky.

I don't understand what you mean by the phrase in bold. Why does he need access to your personal details?

@Mark39 I don't understand it either, the only reason I can think of is he doesn't know the account password and therefore needs the bank details to pass the secondary check

Re: Extra Charge - Debit Adjustment

Lisa-P1987 — Mon, 06 Jun 2022 16:27:37 GMT

Thanks @SKY1992bf for alerting me.

Hi there @Pile+of+Pooh I am sorry you are experiancing such difficulties talking to our team. When we need to cancel an accout, only the account holder can do that. If the account is in your stepsons name, and you give him the password and the last 2 digits of the bank account it comes out of, he should be allowed into the account for the teams to take the necessary actions.

I am not sure why they have not previously been able to help unless you have not given your stepson this info. Even then though, if he set further security such as mothers maiden name, he could quote that and we could access the system, in order to do the necessary actions.

In terms of just looking into the billing, anyone can do this as long as they provide us the password. So we should have at least been able to explain what the charge was for.

You have not spoken to our community chat team yet about this, we are different to the normal messaging teams. I am more than happy to send an invite to chat as long as we can go through the required DPA questions.

Re: Extra Charge - Debit Adjustment

Lisa-P1987 — Mon, 06 Jun 2022 16:47:39 GMT

I have sent an invite to chat now. Look out for a chat bubble on the community forum.

We are about 8am - 7pm daily, if you respond after 7pm, we will pick it up tomorrow morning 🙂

Re: Extra Charge - Debit Adjustment

Pile+of+Pooh — Mon, 06 Jun 2022 17:50:00 GMT

My Stepson was given all my details except my bank details. He had not been asked for these, nor was advised that he would need these details. Very frustrating given that id spent a fifth day on liv chat before somebody had pointed out the difficulties.

As regards to the overcharge, again, i was told (eventually) that only my stepson would be able to request this.

Obviously still need the agreement terminating on the agreed date

Thank you everyone who has commented

Re: Extra Charge - Debit Adjustment

Lisa-P1987 — Thu, 09 Jun 2022 10:26:14 GMT

Update – Thanks for chatting to us Pile+of+Pooh. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂