topic Re: Required to pay for a service not provided in Account & Billing

Required to pay for a service not provided

Woodley+Whistle — Wed, 15 Jan 2025 16:55:50 GMT

Like all Sky customers, I pay for my services one month in advance. My last payment (20th December) covered my TV and Broadband services. My Broadband service finished on 13th Jan and the cost of providing this service was paid for in December. However my next Bill (20Jan - 19 Feb) includes a charge for Broadband; a charge for a service I no longer have. There is a credit in my February bill but why should I have to pay for something I no longer have and have to wait an extra month to get my money back ? All the about changes were known by Sky over two weeks before the payment date.

Re: Required to pay for a service not provided

PandJ2020 — Wed, 15 Jan 2025 16:59:42 GMT

Bills are generated 14 days before billing date. They are produced completely as normal, even if your services cease the following day.

Trying to circumvent this is likely to cause more issues than it resolves.

Once your account is in credit you can come back here and ask for an escalation to return the credit asap. (3-5 working days)

Re: Required to pay for a service not provided

caesarome — Wed, 15 Jan 2025 16:59:43 GMT

@Woodley+Whistle

This has happened because the 20 Jan bill would have been created 14 days earlier so when you were still a Sky Broadband customer as the fact you had given notice to cancel it plays no part as billing continues as normal right up until your final day.

If you post back on the Monday 20th we can help to speed the refund process up by alerting Sky's messaging team to your post because they can refund the credit so long as you leave your payment method in place.

Re: Required to pay for a service not provided

Mark39 — Wed, 15 Jan 2025 16:59:43 GMT

It's the way Sky (and other providers) billing works. You're billed as normal, two weeks before your payment date, regardless of whether you're in your notice period.

Re: Required to pay for a service not provided

SKY1992bf — Wed, 15 Jan 2025 17:00:06 GMT

@Woodley+Whistle The bill in question would have been generated 14 days before payment due date and whilst you were a customer

billing continues as normal and bills must be paid as normal any overpayment for days beyond termination date will be refunded within six weeks of termination date

it's the way sky's billing works

Re: Required to pay for a service not provided

Woodley+Whistle — Wed, 15 Jan 2025 17:31:04 GMT

Sky were given notice to cancel my broadband more than 14 days prior to bill date. Therefore the January bill should have been able to be prepared accurately. It wasn't and there is no excuse to justify them charging me for something I no longer have.

Re: Required to pay for a service not provided

Daniel0210 — Wed, 15 Jan 2025 18:16:59 GMT

@Woodley+Whistle wrote:

Sky were given notice to cancel my broadband more than 14 days prior to bill date.

@Woodley+Whistle

And you would have had the opportunity to 'cancel' the cancellation in that period so as explained billing continues until the last day of service. It's perfectly normal.

Re: Required to pay for a service not provided

Mark39 — Wed, 15 Jan 2025 17:35:50 GMT

By all means raise a formal complaint with them. They won't respond to your post here.

Re: Required to pay for a service not provided

Woodley+Whistle — Thu, 16 Jan 2025 08:35:48 GMT

My bill (20th Jan) would have been prepared on 6th January, give or take a day or so. Sky knew they would be turning off my broadband on 13 Jan in December 2024. Therefore no excuse for charging me in January other than being money grabbing (removed)

MODERATOR NOTE: Inappropriate language removed.

Re: Required to pay for a service not provided

PandJ2020 — Wed, 15 Jan 2025 17:37:39 GMT

@Woodley+Whistle wrote:
Sky were given notice to cancel my broadband more than 14 days prior to bill date. Therefore the January bill should have been able to be prepared accurately. It wasn't and there is no excuse to justify them charging me for something I no longer have.

I don't disagree. We're only telling you how it works, not how we'd like it to be...

As I said, trying to circumvent this doesn't normally end well.

Re: Required to pay for a service not provided

SKY1992bf — Wed, 15 Jan 2025 17:42:25 GMT

@Woodley+Whistle wrote:
Sky were given notice to cancel my broadband more than 14 days prior to bill date. Therefore the January bill should have been able to be prepared accurately. It wasn't and there is no excuse to justify them charging me for something I no longer have.

@Woodley+Whistle unfortunately it doesn't matter what customers think should happen it's how sky and most other providers program their billing system and they aren't going to change it for the minority of customers who don't like it

as @Mark39 indicates you can raise a formal complaint if you wish to take it further