topic Re: Sky have started charging me after my account was closed in Account & Billing

Sky have started charging me after my account was closed

Ben146 — Sun, 18 Aug 2024 16:07:23 GMT

I closed my account in January and now Sky have started charging me again. When I cancelled the direct debit I have had an email saying I will be charged a fee if it is not put back. I have not had any Sky services since Jan, and they have not come to collect the equipment or arranged for it to be returned.

Re: Sky have started charging me after my account was closed

SKY1992bf — Sun, 18 Aug 2024 16:10:23 GMT

@Ben146

what services did you cancel

how did you cancel

did you receive email confirmation of cancellation

Re: Sky have started charging me after my account was closed

caesarome — Sun, 18 Aug 2024 16:10:42 GMT

@Ben146 wrote:

I have not had any Sky services since Jan, and they have not come to collect the equipment or arranged for it to be returned.

Are you sure this charge isn't for not returning the equipment because if you are yet to do this then Sky will charge you. They do not come to collect it as it is your responsibility to return it.

Sky usually sends packaging out near the end of the cancellation notice period of 31 days for TV or 14 days for Broadband/Talk so if you haven't received it then you can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

Re: Sky have started charging me after my account was closed

Ben146 — Sun, 18 Aug 2024 16:13:13 GMT

Switched to Virgin Media with the cancellation done through the switching process. There were no additional TV packages, just the basic ones, phone and broadband. No packaging was received from Sky or information on where or how to return any kit.

Re: Sky have started charging me after my account was closed

SKY1992bf — Sun, 18 Aug 2024 16:16:55 GMT

@Ben146 Virgin media are not part of the switch service has they use their own network and not openreach

therefore you are responsible for contacting sky directly to cancel

Re: Sky have started charging me after my account was closed

Ben146 — Sun, 18 Aug 2024 16:17:25 GMT

The email says Don't lose your Sky services, provide new payment details which suggests Sky thinks we have some services and it is not related to returning equipement. When I log into my account the billing and accounts page is showing as unauthorised or restricted so I cannot see any bills or services.

Re: Sky have started charging me after my account was closed

Daniel0210 — Sun, 18 Aug 2024 16:18:06 GMT

@Ben146

That's why no return packaging was sent out, because you didn't cancel properly.

Once you’ve successfully cancelled Sky should send out returns packaging near the end of any cancellation period, [14 days for Broadband] [31 days for Sky Q].

You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Sky have started charging me after my account was closed

Ben146 — Sun, 18 Aug 2024 16:18:26 GMT

I have a confirmation email from Sky about hte cancellation so they clearly know about it, and haven't tried to take any money for 6 months

Re: Sky have started charging me after my account was closed

Mark39 — Sun, 18 Aug 2024 16:18:56 GMT

@SKY1992bf wrote:

@Ben146 Virgin media are not part of the switch service has they use their own network and not openreach

therefore you are responsible for contacting sky directly to cancel

In other words @Ben146 , you haven't cancelled your Sky service.

Re: Sky have started charging me after my account was closed

SKY1992bf — Sun, 18 Aug 2024 16:26:32 GMT

@Ben146 unless you cancelled other services at the same time I doubt that email was cancellation confirmation for broadband alone as otherwise sky wouldn't continue to charge

can you post a screenshot of the confirmation blocking out personal information

Re: Sky have started charging me after my account was closed

Ben146 — Sun, 18 Aug 2024 16:24:27 GMT

Some parts of Sky clearly know it has been cancelled as we have an email confirmation about the cancellation and cannot see any bills or services in the account online. Some other parts don't know that.

Looks like I now have to sit on hold for God knows how long to speak to someone to sort it out. It doesn't sound like a modern, joined up organisation.

Thanks for the advice, it gives me somewhere to start.

Re: Sky have started charging me after my account was closed

PandJ2020 — Sun, 18 Aug 2024 16:24:46 GMT

@Ben146 wrote:
I have a confirmation email from Sky about hte cancellation so they clearly know about it, and haven't tried to take any money for 6 months

They may be aware of the phone line cessation if you transferred your telephone number.

However, VM cannot cancel TV services.

It seems you still have an active contract with Sky.

Re: Sky have started charging me after my account was closed

Daniel0210 — Sun, 18 Aug 2024 16:26:18 GMT

@Ben146

If Sky believe you're in arrears with no current payment method set up they may not speak to you until such time as you've paid what they believe you owe.

Re: Sky have started charging me after my account was closed

PandJ2020 — Sun, 18 Aug 2024 16:27:25 GMT

@Ben146 wrote:
Looks like I now have to sit on hold for God knows how long to speak to someone to sort it out.

If the system detects an outstanding balance you will not be able to progress without paying it. (You may be able to circumvent this using a number they don't recognise or hiding it)

It doesn't sound like a modern, joined up organisation.

Joined up with what? Generally, you have to contact an organisation to cancel their services as contracts roll until action is taken.