topic Re: Stop asking for money for a non-existant 'contract' in Account & Billing

Stop asking for money for a non-existant 'contract'

IanHuk — Mon, 02 Jun 2025 14:25:44 GMT

I cancelled Sky completely several months ago. I returned ALL the equipment and had a notification that you had recieved it.

Last month I was billed £70.50 - which was a HUGE and unexpected surprise, but it was taken as a direct debit so I assumed I just owed that money. However, to be on the safe side, i cancelled the DD going forwards.

Now I am getting messages that I owe another £70.50 AND £10.00 - for a contract I DO NOT HAVE.

I have now called numerous numbers to try to get this sorted, but each time the system won't allow me to get to anyone OR state my problem without setting up a new DD - that is totally unwarranted. I simply CANNOT make any form of contact with Sky!

So I need someone at Sky to read this and get in touch and sort it all out - INCLUDING repaying the £70.50 I paid last month due to YOUR incompetency!

Re: Stop asking for money for a non-existant 'contract'

Greenfingers001 — Wed, 04 Jun 2025 11:05:06 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Stop asking for money for a non-existant 'contract'

PandJ2020 — Wed, 04 Jun 2025 11:15:16 GMT

@IanHuk wrote:
I cancelled Sky completely several months ago. I returned ALL the equipment and had a notification that you had recieved it.

How did you cancel and did you receive confirmation? (Returning the hardware doesn't cancel)

Forum staff have escalated - so engage with them...

Re: Stop asking for money for a non-existant 'contract'

IanHuk — Wed, 04 Jun 2025 17:15:27 GMT

It was agreed with Sky I was cancelling and THEY sent me the box to return the equipment, which I did.

I have swapped to Virgin and they agreed the swap etc (including the land line phone number etc) directly with Sky.

I DO understand that errors happen - my main problem is that I can't even speak to anyone there unless I pay money I simply don't owe - which is utterly ridiculous! 😞

Re: Stop asking for money for a non-existant 'contract'

MightyQuinn — Wed, 04 Jun 2025 17:19:30 GMT

Hi @IanHuk With hindsight it would have been better to have invoked the DD guarantee and got your money back that way.

Re: Stop asking for money for a non-existant 'contract'

IanHuk — Wed, 04 Jun 2025 17:28:13 GMT

Although I do want my money back, it's more that they simply will NOT speak to me unless I pay another amount they say I owe! 😮

Surely I should be able to at least talk to someone?

Re: Stop asking for money for a non-existant 'contract'

Mark39 — Wed, 04 Jun 2025 17:40:17 GMT

@IanHuk wrote:

Although I do want my money back, it's more that they simply will NOT speak to me unless I pay another amount they say I owe! 😮

Surely I should be able to at least talk to someone?

Sky invited you to an online chat at 12.05 today?

Re: Stop asking for money for a non-existant 'contract'

IanHuk — Wed, 04 Jun 2025 18:16:32 GMT

I don't know about the time, but yes, they have told me I can get it sorted by ringing 03442 41 ........

When I ring it I get the same old rubbish - it will not allow me any further until I pay the so called 'outstanding' amount - which the chat person agreed I didn't owe! 😮 😞

Sky are proving to be worse than useless!

Re: Stop asking for money for a non-existant 'contract'

xenon81 — Thu, 05 Jun 2025 12:29:40 GMT

@IanHuk wrote:
It was agreed with Sky I was cancelling and THEY sent me the box to return the equipment, which I did.

I have swapped to Virgin and they agreed the swap etc (including the land line phone number etc) directly with Sky.

I DO understand that errors happen - my main problem is that I can't even speak to anyone there unless I pay money I simply don't owe - which is utterly ridiculous! 😞

Did you use the "one touch switching" option to switch to Virgin? If so that only cancels phone and broadband, you still have to contact Sky yourself to cancel the TV service.

Re: Stop asking for money for a non-existant 'contract'

IanHuk — Thu, 05 Jun 2025 23:13:54 GMT

Escalating the issue proved worse than useless!

After some back and forth, they explained the 'issue' and gave me a number to ring to get it sorted. Great! - I thought!

Nope!
Yet again, the number was useless and 100% would not let me proceed further unless I paid the so called outstanding £70.50! As I said I was not in a position to pay, the system terminated the call! And the message bubble is gone and I'm back at square one!

Sky really IS a joke! 😞

Re: Stop asking for money for a non-existant 'contract'

IanHuk — Fri, 06 Jun 2025 08:53:37 GMT

It's now 9.50am Friday morning.

I have tried to make contact continually since 9am!

No matter waht number I try to ring, or use the 'chat' service - it is ALL blocked until I PAY!!!! Pay something I don't even owe! 😮

The website won't even provide an email address until I pay!

WHAT THE HELL HAPPENED TO CUSTOMER SERVICE?! 😞

Re: Stop asking for money for a non-existant 'contract'

Anonymous — Fri, 06 Jun 2025 09:01:05 GMT

@IanHuk The one thing you can try is to scroll down to the footer and select the Complaints option. It's possibly the best way to get to speak someone.

Re: Stop asking for money for a non-existant 'contract'

Mark39 — Fri, 06 Jun 2025 09:01:56 GMT

Yep, it's an automated system, I'm afraid. If Sky think, rightly or wrongly, that you owe them money, you'll just be prompted to pay.

You could raise an official complaint and deal with it thay way, but it's unlikely to be a rapid resolution: https://www.sky.com/help/articles/how-to-make-a-complaint

Trying to get a refund on a payment that should not have been taken

cogher — Wed, 11 Jun 2025 13:30:39 GMT

I am owed an amount for an error on Sky's part when renewing my renogatiated contract. I have been told that I can only have 1/2 the amount refunded today which takes 3-5 working days the remaining balance refunded next week which again will take 3-5 working days. This amount should never have been taken from my account on the 1st of month. I said I was not happy and wanted to complain and was told that there is no other resolution. I don't think this seems very good customer service and would welcome your view

Re: Trying to get a refund on a payment that should not have been taken

Mark39 — Wed, 11 Jun 2025 13:33:20 GMT

It's difficult to comment without access to your account or the details of the conversation that took place between you and Sky.

Re: Stop asking for money for a non-existant 'contract'

gbbo11162 — Wed, 11 Jun 2025 13:46:00 GMT

Ive had a similar issue - out of contract, gave them a months notice , paid for that months notice provided evidence that id paid andnhave for the fourth time today received a complaint response clearly not having read the complaint history. So far ive had four demands for money at least two of which mention to avoid further action. If i knew the law id take Sky to court for harassment

Id been a Sky customer for 25 years and theyve had at least £15000 out of me

Your experience coupled with mine suggests this is policy rather than error Shameful behaviour

Re: Stop asking for money for a non-existant 'contract'

PandJ2020 — Wed, 11 Jun 2025 15:41:20 GMT

@gbbo11162 wrote:
paid for that months notice provided evidence that id paid

If that was a manual payment then depending on the timing that will be allocated to the next bill and not the current one.

Re: Stop asking for money for a non-existant 'contract'

gbbo11162 — Wed, 11 Jun 2025 15:55:06 GMT

I sent them a screenshot with their reference number for the payment which covered the 31 days notice on the day after I called them. They also have a screenshot of the date and time I called them to advise of the cancellation . .

they have it all in their complaint log and don't read it . . But keep sending money demand

It'll be interesting if they do escalate it or whatever "further action" means

Really after £15k plus and 25 years ?!

Re: Stop asking for money for a non-existant 'contract'

PandJ2020 — Wed, 11 Jun 2025 16:12:03 GMT

@gbbo11162 wrote:
But keep sending money demand

Because it's automated. You simply did not need to make a payment - just have left the continuous payment method as-is.

It'll be interesting if they do escalate it or whatever "further action" means

'Debt' collection processes usually.

Really after £15k plus and 25 years ?!

I don't see the relevance as the billing system works month-by-month.

Re: Stop asking for money for a non-existant 'contract'

gbbo11162 — Wed, 11 Jun 2025 16:22:57 GMT

You may not I do