topic Re: It’s confusing and it really doesn’t need to be…billing issue in Account & Billing

It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Thu, 04 Dec 2025 09:58:44 GMT

I cancelled TNT sports back in September but Sky continued to bill me for it.

I tried to explain to somebody that I didn't have it but the bills kept rolling in.

I cancelled my full TV package last month so save money but still have broadband with Sky. My final bill came in for £64 which was broken down as £34 for BB and £30 again for TNT. So in order to get their attention I cancelled my direct debit as nobody listened to me.

So spoke to a lady just now who agreed I had cancelled TNT back in September and credited my account for £48 - after paying £34 for the BB bill, that would leave me £16 in credit towards next months BB - or so I thought.

Instead she insisted that I pay £16 outstanding on the account.

I just politely (I work in a call centre so have empathy for these people) ended the call kind of bewildered as to how they can credit me for overpayment and then try and bill me for the exact thing they've credited me for...?

How do I

Re: It’s confusing and it really doesn’t need to be…billing issue

caesarome — Thu, 04 Dec 2025 10:17:28 GMT

@BigBri165

While this is frustrating cancelling your direct debit will not get anyones attention as you will be asked to reinstate it before talking to anyone.

Regarding the cancellation issue you might want to put in a complaint:

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

Re: It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Fri, 05 Dec 2025 10:46:35 GMT

With the risk of sounding racist is there a number in the UK I can call as I'm getting nowhere. They just want to keep billing for something they've acknowledged I don't have and refunded me for. I sent the complaint which asked me to call them 🙄😬

Re: It’s confusing and it really doesn’t need to be…billing issue

MarkGoldsmith — Fri, 05 Dec 2025 10:53:52 GMT

@BigBri165 wrote:
With the risk of sounding racist is there a number in the UK I can call as I'm getting nowhere. They just want to keep billing for something they've acknowledged I don't have and refunded me for. I sent the complaint which asked me to call them 🙄😬

There is no direct way to talk to the UK, calls re routed to the next avaialble agent wherever they are in the world. The way to resolve this easily is to pay what Sky believe is owed, and then Sky will be able to then refund any overpayment that is due. I suspect the call centre staff are rather limited to whatever the systems allow them to do, and we do know the staff access to change things on accounts does get minimal when an account is in arrears.

Re: It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Wed, 04 Feb 2026 17:27:26 GMT

So here we are 2 months later still subscribed to TNT against my will...having had my case escalated last week with the promise of a refund of the money they owe me (now 6 months at £31) and my conversation from last week not being traceable on their systems.

And they took another month this month as well and my future bills on the my sky app show TNT going on forever.

Sky used to be such an easy company to deal with now the agents don't know their **bleep** from their elbows. How do I escalate this without having to speak to someone please?

Re: It’s confusing and it really doesn’t need to be…billing issue

caesarome — Wed, 04 Feb 2026 19:30:36 GMT

@BigBri165

How did you put in your complaint back on the 4th December as doing so give Sky 8 weeks to resolve this before you can ask for a deadlock letter that allows you to take it further as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice

Re: It’s confusing and it really doesn’t need to be…billing issue

oj01 — Wed, 04 Feb 2026 21:08:15 GMT

@BigBri165 wrote:
So here we are 2 months later still subscribed to TNT against my will...having had my case escalated last week with the promise of a refund of the money they owe me (now 6 months at £31) and my conversation from last week not being traceable on their systems.
And they took another month this month as well and my future bills on the my sky app show TNT going on forever.

Sky used to be such an easy company to deal with now the agents don't know their **bleep** from their elbows. How do I escalate this without having to speak to someone please?

Is it possible that you were in a minimum term contract for TNT and therefore couldn't cancel it?

Re: It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Thu, 05 Feb 2026 05:08:48 GMT

Over the phone - I've now e mailed them.

Re: It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Thu, 05 Feb 2026 05:09:48 GMT

I did think that could be the case but they confirmed it was a rolling renewal.

Re: It’s confusing and it really doesn’t need to be…billing issue

BigBri165 — Thu, 05 Feb 2026 09:43:39 GMT

Well that went well. We can't help you here please call out customer service centre!

NO!

Direct debit being cancelled

Seriousky when did they get so bad?

Re: It’s confusing and it really doesn’t need to be…billing issue

caesarome — Thu, 05 Feb 2026 09:52:05 GMT

Cancelling your direct debit will solve nothing.

As you have now put in a complaint you need to give them time to come back to you about this as per my previous post so caneclling the DD really isn't going to help.

If they fail to reolve this within the 8 week timescale you can ask for a deadlock letter which will allow you to take it further as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice