Charged & added new after subscription terminated

[Two_Ton_Tone1]

I cancelled my Broadband, streaming services in advance as from 25/04/2025 and received confirmation from Sky that the services would end at that date but now find I have been charged for a new service costing £56.00 that I did not request.  I received no advance notice of this new package or how much it would cost.  Trying to contact them appears to be a fruitless endevour as their chat system is a waste of time and phoning just leads nowhere bar telling you they are having problems with their system.  Have contacted my bank to cancel the MDD's just hoping now they can get my money back.

[caesarome]

@Two_Ton_Tone1 

You will need to contact Sky again about this however it might not be possible to do it at present due to on going issues. When you do make contact stay silent when asked any questions by the bot as doing so should get you through to an advisor.

[MightyQuinn]

Hi @Two_Ton_Tone1   What is this new service, compared to your old service? Bills are created 14 days in advance so if your service finished only 3 days ago you should expect a full bill as your services were still active 14 days ago. Obviously cancelling your payment method will make it difficult to receive your refund.

[Two_Ton_Tone1]

Thanks for the advice, I will try that although the subscriptions were cancelled in advance of the date of termination as specified in the conversation with the Sky advisor and as per the confirmation sent to me by Sky.  This new package bears no relationship to the old and is something completely different.  I received no communication from them telling me I had arranged a new contract which I hadn't and I'm pretty sure they are supposed to inform me in advance of any changes to my Monthly Direct Debit payment which they didn't.

[Two_Ton_Tone1]

Please see above and there should not be any difficulty refunding the amount taken in error for a service I didn't request irrespective of whether a Direc Debit is in place or not.  They had no right to take any money from my bank account as I had not arranged a new subscription, the advisor I spoke to agreed I would not have a balance to pay as I gave them a full months notice of cancellation and they actually confirmed  when the service would end.  The service terminated on the anniversary of the subscription with nothing to pay and that was confirmed to me by email on the 25th March.  [removed], I just want it sorted and my money which they are holding returned to me asap to everyones satisfaction.

Moderator Notes: removed inappropriate language

[PandJ2020]

Remember you're just telling other Sky customers here...

Can you explain what this 'new package' is?  Is this something you requested or not?  (It's not clear)

But withholding payment may not be the optimal method of resolving this.  (If you have Sky services then they will become restricted and you will not be able to talk to Sky until it is cleared)

...or is your account showing a credit?

Billing doesn't always work as you'd expect.  Bills are generated 14 days before payment date and are generated as normal, even during any notice period.   (So it will charge the full amount even if the services end on the following day).  The following bill will generate the appropriate pro-rata credit.

[caesarome]

Is your account now cancelled and do you now see a credit on your account ?

[Two_Ton_Tone1]

The account was terminated and a months notice given, agreed and confirmation of that fact has been received.  I can see I'm not going to get anywhere here bar the advice from caesarome above

[Two_Ton_Tone1]

Turns out they charged me for the month of May although I gave them more that a months notice in March, now I have to wait for a refund,  to make matters worse they don't appear to have cancelled the TV service which I specifically asked to be done along with the brroadband and had I not cancelled the Direct Debit they would have taken a payment from my bank account.  As it is they are now saying I will be charged a late payment fee! on your bike no chance.  What about a late refund fee for the £56.00 they have taken from my back account without my approval and when it wasn't due.

[PandJ2020]

Charging for May may have been 'correct'.  (Especially as your minimum term date has just passed)

It's in all in the timing as billing is monthly in advance (even during any notice period - bills are generated 14 days before payment date)

[caesarome]

@Two_Ton_Tone1 

You didn't answer my question about if you now see a credit on your account because when you do it is this can be refunded.