Adding additional services without my permission

[David527]

I have been talking to sky in reference to my home tv , thay have added Sky Sports package to my account without my prior permission and I now have to pay a £60 exit fee from the 24 month contract. 

 On speaking to a Sky representative,  it was said that an email was sent to my personal email on the 23/05/2025 , and the fact that I had opened the email was seen to be my concent to start charging my account with the additional payments over the next 24 months. 

[caesarome]

@David527 

This link explains how to register a complaint if you wish to take this further:

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

[PandJ2020]

What exactly did this email say?  Was it confirmation that someone had subscribed to Sports (perhaps from the box itself?)

[David527]

The email said that I had added a sports package on 23/05/2025 at 06.47 am , which i did not.

 The only explanation I have been hacked on my sky account and someone has added it without my knowledge. 

 I had no further coraspondance to sign a new contract and they are saying that simply because I opened the email, which in itself could have been a hoax was enough to confirm my concent to add the new package. 

[PandJ2020]

The opening the mail bit is rubbish.  The mail was simply confirmation of it being added.

This could be done from the box itself, otherwise it's a bit of mystery.  As above, follow the complaint route - it is unlikely Sky just added it.

[David527]

I am 100% sure that at no time on the date and time of the aledged adding of the father subscription that anyone apart from myself had access to my sky box or my mobile app.

 I spoke to a representative of sky today  23/06/ 2025 , who refused to belive that i had not added the extra subscription myself.

 I have found everything about this very stressful as I cannot afford the extra money they are requsting to cancel the fraudulent subscription. 

 I have nowhere else to turn if they are refusing to belive a customer of 10 years with no previous payment defaults and in there words a 'VIP' .

[Anonymous]

@David527 You do have options. Firstly use the Complaints option in the forum footer to raise a complaint with Sky. 

They will then get in touch. If you are unhappy with their reply you can then ask for it to be escalated and reviewed again by Sky. If you are unhappy this time, ask for a deadlock letter/email to be sent.

At this point you can then ask the CISAS to adjudicate on the complaint. You can't go straight to CISAS without giving Sky a chance to handle the complaint. The CISAS decision is binding on Sky and yourself. 

[Unhappy17 · Accepted solution]

Did you have a recent engineer visit?  I have had Sport and Cinema added on the day of the visit without my consent and authorisation.  I was on the phone for an hour this morning and 3 different departments asked me if I had had a visit so they obviously know that there is an issue.  They have agreed to cancel immediately and I have raised a complaiint with them.  They offered a credit on my next statement initially but I have insisted on a refund - how much interest are they earning if this practice is widespread?

[David527]

Unhappy 17

 Exactly that, an engineer visited my property and had to check TV conection after the install, 

 They have charged me 1 months Skysports subscription, and then had they also charged me £60 for cancellation. 

 At bo time during the engineers visit was i asked my concent to apply the extra subscription or charges, I am absolutely amazed at their disregard for customer satisfaction for a customer who has had Sky for 10 years +.

 I had a call during the day whilst I was at work from a lady with an Indian accent, who as I refused to speak with her and to call back outside my working hours was saying, if I could not speak to them she was closing the case, absolutely disregard for customer's and their hard earned money.