topic Re: Attempted Cancellation in Account & Billing

Attempted Cancellation

DarrenPulman — Tue, 17 Sep 2024 09:29:52 GMT

I went through the cancellation process with a live chat in May, my services should have been turned off on 28/06. This however didn't happen, I had left the DD live and payments were taken, so it was cancelled. Now I'm told I'm in arrears and because of this I can't speak or contact anyone without paying a bill that I do not owe.

This has to be some of the worst customer service it has ever been my displeasure to experience, all I can now get is automated replies, how can I proceed? Anyone know?

Re: Attempted Cancellation

Daniel0210 — Tue, 17 Sep 2024 09:33:49 GMT

@DarrenPulman

Did you receive an email from Sky acknowledging the cancellation? If not it does appear the cancellation was not correctly processed so you still have an active subscription. You will need to set up a new payment method and pay what Sky say you owe. Only then will you be able to speak to Sky about this.

Re: Attempted Cancellation

caesarome — Tue, 17 Sep 2024 09:36:43 GMT

@DarrenPulman wrote:

I went through the cancellation process with a live chat in May, my services should have been turned off on 28/06.

Are sure the cancellation request was acted upon because it appears that your services were not cancelled which is why after stopping your payment method Sky are requesting payment. You will need to restore the payment method and pay what you owe before I would suggest phoning this time and speaking to them about this.

Re: Attempted Cancellation

Mark39 — Tue, 17 Sep 2024 09:40:38 GMT

@DarrenPulman it's never a good idea to cancel a direct debit without first contacting the Originator.

Settling the arrears as @Daniel0210 posted would be the quickest way of resolving this. If Sky have made a mistake with actioning the cancellation, they'll reimburse you.