topic Re: Refund - issues leaving sky TV in Account & Billing

Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 15:35:48 GMT

On 3 July 2025 i made the decision to leave Sky to get all of my services from somebody else, i was out of contract and sky could not get near the offer the new provider was offering. The somebody else advised whilst they would sort out the switch of the phone and broadband i would have to cancel the TV package. I had a webchat with Sky via the app on 03 July and gave notice. the webchat advised me to keep my direct debit open as there would be a final payment that would need to be taken. No issue thus far. I believed that would be the end of it and i would be using my new provided from August 2025.

I did nothing further until checking my bank balance after Christmas and noticed that Sky had continue to take the direct debit from my account for September, October, November and December. I rang Sky on 10 January to raise this as an issue and seek a refund of the funds taken in error. Sky said i hadnt given notice and essentially called me a liar. I raised a complaint and duly cancelled the direct debit before the next payment was to leave - i did tell the person on the phone i would be doing this.

On 31 January i rang again to check on the status of the account, the complaint and progress on the refund - surprisingly (or maybe not to others) nothing had been done. I spoke to 3 people that day. It is now the end of February, no communication from Sky other than to say the account is in arrears for the January payment and that until i make this payment nobody will talk to me.

I managed to get on a webchat with someone and after an hour of exchanging messages and the conversation heading around in circles, me trying 5 other phone numbers suggested by the webchat to speak to someone i had to call it a day and continue my day job.

I am now several months into a frustrating process of getting a refund and my account fully closed (account cannot be closed whilst there is a complaint in progress or automatically shuts the complaint apparently).

I am unreasonable to not pay the January payment? All i want is my account closing, my complaint looking at and the refund progressing

Re: Refund - issues leaving sky TV

MightyQuinn — Thu, 26 Feb 2026 15:42:59 GMT

Hi @AlanL

Hi there, I don't know if they can help, but 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#M141

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 15:49:54 GMT

"cancelled the direct debit before the next payment was to leave"

Worse thing you could have done to be fair

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 15:55:14 GMT

How many months payment should i allow them to take before i get the matter resolved. They took 4 months more than they should have done. They havent replied to a complaint on the matter.

Re: Refund - issues leaving sky TV

Allan95 — Thu, 26 Feb 2026 15:55:21 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 15:59:24 GMT

Cancellation via webchat isn't advisable, As you have found out, Only real way is to call and speak with the cancellation team in my experience

You would receive email confirmation also when a successful cancellation is placed

Don't understand all these ways people keep trying to avoid the official route by sending letters, Emails and webchat or social media etc...

Just call Sky and do the thing the correct way and non of these issues would occur

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 16:01:28 GMT

Because Sky make it difficult to speak to anybody, it pushes you towards using the App or webchat. Have you tried calling Sky recently?

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 16:11:08 GMT

Ye, I have and have had no issue getting through, I fact once you state you wish to leave its only the phone based team that can help so your not pushed down any other route

Trying to shortcut the system has left you in a mess of your own making I'm afraid

Pay what Sky say you owe, Set up your direct debit and have the account unrestricted and then follow the correct route to cancel

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 16:18:07 GMT

i have rung them, ive spoken to several people but they havent progressed the complaint raised. They havent responded to it. How many people do i need to speak to to resolve the matter?

If they had dealt with the matter either by the webchat or the phone calls there wouldnt be an outstanding amount.

You are very welcome to providing advice but you havent grasped all of the statement, you have latched on to the webchat element at the beginning. I believed that this would be traceable in writing where a phone call is less so.

Does the initial request on webchat preclude them from replying to a complaint?

Re: Refund - issues leaving sky TV

LauraMac38 — Thu, 26 Feb 2026 16:22:15 GMT

Hi, @MightyQuinn, thanks for escalating this. We’ve sent @AlanL an invite to chat.

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 16:25:48 GMT

All calls are recorded so can be pulled easily and listened to by a manger to confirm what was said, We chats are not recorded as far as I have been told

If there is no evidence of you asking to cancel (even a screenshot of the chat from yourself maybe) then your complaint can and should go nowhere

It's your word against theirs so they have likely already closed your complaint assuming one was even ever raised

My advice is to pay the full outstanding balance, Set up your direct debit and reinstate the account and then give notice to cancel

Then if your story holds water and Sky agree they will refund any over payment and your account will be closed

The webchat team who are reaching out to you will tell you the same orpromt you to call in to Sky but as your account is restricted they won't speak to you, Leaving you back to square one mate

Re: Refund - issues leaving sky TV

caesarome — Thu, 26 Feb 2026 16:28:22 GMT

@AlanL

You have been sent a chat invite by @LauraMac38 who is part of Sky messaging team, while it is up to you if you respond to this or not, all we can say is that they can help and get to the bottom of this if you do.

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 16:28:32 GMT

so Sky in theory owe me £400, now they want a further £88 just to talk to me. And then this happens next month, the month after etc. Why should i pay sky a penny more when they owe me a refund?

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 16:30:32 GMT

Because if you don't your account will continue to accrue debt, Eventually be passed to a UK mainland debt collection company and WILL lay waste to your credit report

Then you will be back here moaning about that too

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 16:31:27 GMT

@Anonymous please stop responding you arent very helpful. Leave it to the Sky Experts, thanks.

Re: Refund - issues leaving sky TV

Anonymous — Thu, 26 Feb 2026 16:33:48 GMT

That's fair enough mate but do come back and let us know the honest outcome of your webchat

We will see who is the Sky expert then

Let us know how you get on lol

Re: Refund - issues leaving sky TV

AlanL — Thu, 26 Feb 2026 17:30:34 GMT

@LauraMac38 i cannot see an invite to chat? I would welcome a discussion with you or another person that could assist

Re: Refund - issues leaving sky TV

MarkGoldsmith — Thu, 26 Feb 2026 17:35:16 GMT

@AlanL wrote:
@LauraMac38 i cannot see an invite to chat? I would welcome a discussion with you or another person that could assist

@AlanL you should see a chat bubble icon, as detailed on this page: https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M141

Re: Refund - issues leaving sky TV

DaveDrizen — Thu, 26 Feb 2026 18:22:44 GMT

When you make changes to to you Sky subscription whether it just upgraing or down drading a new contract or cancelling altogether immediately after the phone call Sky will send you a email confirming what changed and full details what will happen to your accoun. Also if you look at your bill soon after you put down the phone these will also be updated to take in the changes to you account. So if you cancel altogether and you have not received a confirmation email within a couple of hours of phoning and looking at you bills they have not change and are cancling there should only be a maximum of two , the present bill and your final bill. If it shows billing going on for months this should indate somthing might have gone wrong and yore account may not be cancelled and you need to get back on the phone to find what was happening. Also Iwould never use any other method of changing my contact other than phoning customer service, Though there a notice system can be pain when I used it I have managed to speak to a human, I found the of doing this it to answer allrbe question of the amount give system and say to to what it suggest and then the last question asked is "is tat all" or words to that effect and then Ihave always been put though to a human customer adveser.

Re: Refund - issues leaving sky TV

2muchTV — Fri, 27 Feb 2026 06:42:23 GMT

@AlanL Sorry to read of your experience, it appears that your cancellation was not actioned hence repeated payments and silence from Sky now you stopped your direct debit and they seeing your account as in arrear.

I found the MySky app invaluable for cancelling my Stream service, because I have little to no desire for phone calls or web chat.

The app lists 2 additional ways to give notice of cancellation viz (1) send a letter to Sky, address supplied or (2) write an email, email address supplied. My email contained my Sky account number, telephone, postal address, stating I was giving 31 days notice to cancel.

With using either method above Sky state ".... We can’t cancel your Sky services until we’ve confirmed you’re the authorised account holder, so we may need to call you back..... Don't worry, your notice period will start from the date we receive your letter or email."

Sky did call a couple of weeks later and confirmed my identity and cancelled my subscription. A letter confirming the date of cancellation was and still is in the MySky app.

I returned Puck and remote and additionally, I placed in the return package my name and Sky account number. I still have a copy of the proof of postage.

As advised, I kept the direct debit open and received my small refund approximately 8 weeks after.

The direct debit is still open, but I regularly check my accounts for credits and debits.

I hope you have evidence your account was correctly closed or otherwise Sky can show a mistake was made on their side.

Best of luck and let us know how you get on.