Canceled/Not canceled Sky TV

[dhemt]

Canceled my Skytv in April 24, told the call center staff to cancel everything as I have a new provider.

unlugged my sky box and installed my other providers box, with sky tv as a package.

Piad my final payment and thought no more of it.

Then a few months later recieved a letter from sky teling me I owed £115 and if I didnt pay it a company would come around to collect it.

Unfortunatley I couldnt talk to or contact anyone at sky unless I paid and set up a direct debit for future payments.

Therefore I paid and set up a new direct debit.

I then contacted a call center who said theres no records of me canceling the TV only Broadband.

If I canceled I would still need to pay another 31 days.

How do I complain to sky, is there an ombudsman, how to I get a transcript of my original phone.Any help would be great

[Daniel0210 · Accepted solution]

@dhemt 

If you didn't get an email from Sky acknowledging the cancellation you didn't cancel properly. Same if no return was sent out for you to return your Sky Q equipment. 

I don't believe you can get a transcript of the call in April but Sky would be able to listen back to it.

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

[Kazza2511]

How did you get on with your complaint? I found your post when Googling a similar question, I cancelled some Sky services (that I hadn't requested) and they said in the chat they would cancel those immediately but then I noticed two months later that they were still taking money for the services. I complained through Sky but they insist they can only refund £26. I'm waiting to hear if the Financial Ombudsman can assist. It seems Sky are doing this to several people saying they've cancelled services but don't follow through on this and refuse to fix their mistakes. 

[Daniel0210]

@Kazza2511 

It wouldn't be cancelled immediately. There would be a 31 day notice period. A successful cancellation is usually followed by an email from Sky acknowledging it.

[Kazza2511]

My question was more aimed at the OP and not asking your opinion. But for your record it was stated as immediate cancellation (and I have the chat transcript to prove this) because they added services that were not requested. It was two months before I realised they'd not cancelled and I had to go through the cancellation process again, this time cancelling all services because of their deceitfulness. 

[dhemt]

The complaint was taken by sky and they listened to the recording of the phone call I made  when I canceled.

It was agreed I had canceled and they were in the wrong. 

Everything was sorted and my money repayed.

[Kazza2511]

That's great news, glad they listened and resolved that for you