topic Re: Incorrect charges & refund in Account & Billing

Incorrect charges & refund

NC11 — Tue, 15 Jul 2025 12:19:43 GMT

I downgraded my account in March and was told my new bill would be £86, they then proceeded to charge me £148. I then contacted again to sort this and was offered a new bill of £75 which they then charged me £153. The following 2 months it was a bill of £122 even though I was promised it would be less than £80.

I have been back and forth since March trying to solve this, I have FINALLY this month been charged the correct amount. However, I am now requesting a refund for the 4 months in which we were overcharged. I was told initially the refund of over £150-200 would be in my account within 7 working days, which it was not. I then phoned again and was told a further 7 working days and again.. no refund.

I have since been on the phone again and have been told I have been given false promises and the most they can do for me is a £20 credit and no fee to cancel if this is what I choose to do. This is DIABOLICAL. Sky have consistently stolen money from us by overcharging.

I have been so upset on the phone because as a family we simply cannot afford to lose this much money for no reason, the last woman on the phone told me I was just being 'stubborn' and had to choose an option. I am disgusted at how I am being treated by sky when I have been with them since 2020.

Any help at all would be greatly appreciated.

Re: Incorrect charges & refund

caesarome — Tue, 15 Jul 2025 12:30:41 GMT

@NC11

As customers here all we can suggest is that you raise a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Incorrect charges & refund

NC11 — Tue, 15 Jul 2025 13:20:18 GMT

I have done this as well but also no further forward. Just looking to see if anyone has had any similar experience.

Re: Incorrect charges & refund

Mark39 — Tue, 15 Jul 2025 13:39:31 GMT

What was Sky's response to your complaint?

Re: Incorrect charges & refund

Itsonlymeagain — Mon, 17 Nov 2025 09:44:48 GMT

I've had exactly rhw same

I am a single parent and juggle every finance by myself. Sky decided to try and take 74 this month when my bill is only 38. Luckily it did not go through because I did not have that amount available from my day to day account when they tried . Had it gone out, I couldn't have fed my daughter that week. [removed]

They cut our TV off because I hadn't paid mt current bill. The current bill was twice what my subscription is. When I called they kept shoving me in circles saying they couldn't go into my account screen to update or reinstate anything until I paid my bill. That's right. They wanted me to pay money I do not even owe before they gave me bavk the services I'd paid for. No thanks. Needless to say I canceled the direct debit. Switched my broadband that day from sky to ee for a better deal long term and we are quite happy with our tvs inbuilt streaming of roku and a Disney plus and Netflix subscription. New broadband, Netflix and Disney plus all coat less than sky did and roku streaming in our TV is brilliant

Just about everything you get on sky anyway and it's free.

I will NEVER EVER use or recommend sky again. When I looked bavk through my bills on sky app they had not charged me thw same agreed price EVER in my whole time with them. They had also already put a 10 pound late payment charge on December's bill, when we were still in the beginning of November m

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I canceled all direct debits to them, canceled and renewed my bank card [removed] have sent their equipment back. I've blocked their number and email address ans want nothing to do with them ever again.

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Modern tvs now have fantastic streaming in built and you can get the lowest price Disney and Netflix for less than a tenner a month. Way better.

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