Bill refund and charge after the contract cancellation

[mk08]

Hi,

I called to cancell my Sky Broadband & Sky Talk contract on 12th November and the next day morning my internet connection was cut.

The operator told me not to delete the Direct Debit as the unused monthly charge would be refunded to my bank account, so they needed that to be active till that happens. My Direct Debit to Sky had been deducted on the 9th of every month.

The contract was terminated on the 26th November.

I understand the refund could take up to 6 weeks(?), but why have I been charged for the monthly fee after the cancellation? Or does it mean this December charge is for November usage?

I DM'd Sky on X and may try their chat service when it opens, but I wanted to see if I could get some info or help here as I don't want to be charged again in January and wanted to know when/how the refund will be made.

Thank you.

[MarkGoldsmith]

So billing continues as normal until the day your service actually stops (giving notice won't affect this as it's possible to cancel a cancellation request). Bills are generated 2 weeks before the scheduled payment date so it's normal to be billed for the period after you will have the service.

Whatever is left in your account as credit after the end of your service will be refunded by Sky (usually within 6 weeks after termination). 

Is your Sky account showing your additional payment as credit?

[mk08]

Hi Mark,

My November bill was taken on the 7th Nov which covers the period of 7th Nov - 6th Dec.

My broadband was disconnected on the 13th November, and the cancellation of the contract was completed on the 26th Nov.

Based on this, it seems I had already paid the full November bill and only used the service for about a week, so I left my DD open and was only expecting the refund as the operator had told me. I didn't think I'd be charged for December bill.

December bill was already deducted this morning as Direct Debit as a full amount but this has not been reflected in my account, maybe becaue my contract has alredy been terminated and all I see in my account is just a historic data.

[Mark39]

@mk08 your December bill would have fallen due  on or about 23 November just before the expiration,of your notice period, so would have been generated normally.

You'll be due a refund, therefore, from 26 November when your contract ended which should show as a credit in your Sky account within the next few days.

If you wish we can ask Sky's messaging team to contact you here at that time so that you can request a refund via a private online chat. Just let us know when the credit appears.

[mk08]

Hi Mark (@MarkGoldsmith and @Mark39),

Thanks for your replies.

I've managed to chat with one of the operator in the chatter, and they confirmed that I would get the amount refunded (seems like a full December bill plus the unused bill from November) after 24th December. I just need to contact them again via the chatter or over the phone to initiate the refund. I'll update when this happens.

Thank you both of you for jumping on my question!

[mk08]

Just an update that I received a refund on 2nd January 🙂

I contacted Sky again on 26th December using "Chat with us" chatter option to ask them to initiate the refund process, and the amount I overpaid was refunded back to my bank accound on the 2nd Jan.