Credit refund

[Sabreathe]

Hello,

We cancelled all our Sky services in September 2023, but realised we were still being charged £15/m when we received an email that the bill was going to be increased. 

We called customer services and they said they would credit/refund the overpayments. I can see the future bills have been set to 0, and the next bill has a credit for £15, but I'm not sure how the rest of the overpayments will be refunded. We were told we would receive an email of the confirmation of refund but have not received this either.

[caesarome]

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@Sabreathe wrote:

and the next bill has a credit for £15

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It appears they have applied a credit for just one month if all you see is £15 so you will need to speak to them again.

[MarkGoldsmith]

Also did you actually get an email confirmation that your services were cancelled?

This would likely be the proof required that the refunds need to be applied from the confirmed cancellation date. 

[Sabreathe]

Yes we got an email confirming cancellation of all services in September. That means I'll have to call them a 3rd time in 2 weeks regarding this 😕

[MarkGoldsmith]

I'd recommend just raising a complaint as it's clear that they didn't action the cancellation properly despite you receiving confirmation in September.

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