Cancelled TNT then continued to take payments

[simon5470]

I cancelled TNT sports in July after my children had applied it to watch the Champions League final. They were very upset when I realised what had happened, I rang Sky and cancelled it which they helpfully did and this was confirmed by message in my Sky message box. I thought no more of it until checking my subscription yesterday and noticed my bills seemed much higher than they should be. It seems after cancelling it July it was back on my account in September and they took a double payment (for August too presumably) and have continued to be charged for it even though we have not seen it or used it. I rang Sky customer services this morning, furious that £150 has been taken and the Sky adviser I spoke to said it was our fault and that we must have restarted it from our end after cancelling it, which of course we haven't. I haven't, no one has in my household due the uproar it cause last time, and this of course does not explain why a double payment was taken in September. I have raised a complaint and asked to cancel my whole package unless this is resolved. It is absolutely appalling customer service. Has anyone else had a similar issue and do you have any advice?

[caesarome]

@simon5470 

You could fill in this form to register a complaint:

https://www.sky.com/help/complaints

[simon5470]

Thanks, I have made a formal complaint on the telephone with Sky this morning and I have been given a complaint number but I am worried that this will not be addressed after they blamed me and family for restarting it after we cancelled it. I suspect I may need to go to the Ombudsman. 

[caesarome]

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@simon5470 wrote:

I suspect I may need to go to the Ombudsman. 

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You need to give Sky time to investigate and should they rule against you then you can ask for a deadlock letter which will then allow you take it further as you can read about here:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[simon5470]

Thanks, I will do that. Fortunately I have an evidence trail, I received 2 messages from Sky when they added TNT to my account in June (possibly done twice) and then a message cancelling it in July. Nothing from them since so no further messages saying we had restarted the TNT subscription - as theyare claiming.