Being charged for tv when box was returned

[Kmcm93]

Hi,

We rang sky back in March upon our tv and broadband renewal, as they couldn't provide us with a good deal we said we wanted to leave them. We sent both the tv box and broadband devices back and had made the switch to virgin. 

Two months down the line we have noticed that sky are still taking tv payments. When ringing customer service today we have been told there is nothing they can do as we didn't cancel the tv and needed to ring back to cancel the tv seperately, this was never specified to us previously. They have on our account information that the tv box had been received back unexpectedly but yet are still billing us for tv which we cannot watch without the box. 

We have now paid two months worth of payments for a service we cannot receive, and have to now pay a further payment next month due to the cancellation period which is a further 31 days. Totalling a £120 of fees for goods and services which is impossible for us to access. The customer service have advised us that they will send us out a new box, which we don't want as we are already paying now paying for virgin as well as sky

Is there anyway we can get this money refunded back? 

[SKY1992bf]

@Kmcm93  how did you originally cancel was it via the one touch switch service?

if yes that only covers broadband and virgin can't cancel tv services that's your responsibility to contact sky and give the required notice 

if you didn't cancel tv service correctly sky are correct in charging and you aren't entitled to a refund 

[caesarome]

If you didn't actually cancel when you did not come to an agreement when you went to renew then this is why you are still being charged so why did Sky say they are sending you another box (Sky Q ?) . Just returning the Sky box does not cancel the service so you have you now actually done this ?

[SKY1992bf]

@Kmcm93  And you would have received email confirming cancellation if you had cancelled correctly