Charged wrong amount twice now they have cut my internet

[Missf20]

So my contract ended I started a new one we agreed on £20 a month for internet and I have the contract emailed to me which clearly stated £20 a month no other charges at all I have complained sky customer agent agreed this was not fair and not right as he could see his end that my contract was £20 a month and was just starting ,he agreed to refund me but I had to go through my bank as that never happened and I had to cancel my direct debit I now find out they are trying to charge me £96 and they have cut my internet off with no warning on Christmas day as well ?

[GD1]

@Missf20  Cancelling your direct debit has caused this issue as Sky won't have been able to take payment when it was due,  resulting in restricted service.

As you've now found this was the worst thing to do regardless of how right you feel you are.

You need to pay what Sky say you owe, reinstate your direct debit and once both have been done only then will Sky speak to you.

For future reference you have agreed as part of your T&C to have a recurring payment method in place, by cancelling this you have broken this.

[Daniel0210]

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@Missf20 wrote:

So my contract ended I started a new one we agreed on £20 a month for internet and I have the contract emailed to me which clearly stated £20 a month no other charges at all I have complained sky customer agent agreed this was not fair and not right as he could see his end that my contract was £20 a month and was just starting ,he agreed to refund me but I had to go through my bank as that never happened and I had to cancel my direct debit I now find out they are trying to charge me £96 and they have cut my internet off with no warning on Christmas day as well ?

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@Missf20 

You haven't actually said how much you were charged. Were the additional charges admin fees which are usually added to each subscription on renewal? These amount to £10 each. If they weren't mentioned in the renewal phone call then Sky should reimburse you and they can listen back to that call. 

Before you can speak to Sky you must pay Sky what they believe is owed. Restrictions are applied automatically so agents can’t override the process.

Sky won’t reinstate services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

Once you’ve done all this you’ll be able to call Sky about the agreed amount.