Harassment and Bullying by Sky. Help

[Law10]

Roughly October last year, I rang Sky to tell them I no longer wanted any of the Sports packages as I no longer lived with my partner. After a 50 minute phone call, I threatened to leave Sky and then was that I could have the same package for around £130 per month. I didn't want this but worn down by them, I accepted and put the phone down. At this point, I was paying £166 per month. I stupidly didn't record the phone call.  Needless to say, they carried on charging my card £166 per month.  I roughly March this year I tried again my Sky Message. Again a long and lengthy fight and again threatened to leave and they said they would reduce my bill to £131 immediately. Fortunately I took a photo of the message with the agreed sum. Again they continued to take £166 per month.  I was at my wits end and as I was moving 2 weeks ago, I cancelled my direct debit and have now had a letter forwarded from my old address saying that I we them £166. They say that if I pay that my account will be reactivated (which as you know I absoutely do not want). They are saying if I don't pay this they will refer me to a debt collection agency, which really upsets me as I have never been in this situation.

I am really upset and stressed by this and am looking to consult a lawyer.  Could you give me some advice please?

[caesarome]

You have gone about this the wrong way by cancelling your direct debit so I would suggest restoring that before you do anything else.

I would suggest filling in this form to register a complaint giving date and times that you spoke to call, also let them know that you have this screenshot:

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

[SKY1992bf]

@Law10  Sky cancelling the direct debit was the worst thing you could have done as what has happened because of it is the standard procedure sky follow 

you need to re setup the payment then give sky the proper notice to cancel providing you aren't in a minimum term contract 

[PandJ2020]

It's not clear if you did actually accept the reduced offers - which would require a minimum term (24 months).

However, withholding payment is not a great way to deal with this as they note debt collection processes will kick in, potentially marking your credit file and you won't be able to talk to them.  (As the automated line will only request payment before being able to talk to someone).

Also, you cannot cancel whilst in debt.

I know you won't want to do this but pay the outstanding amount and then give notice to cancel (assuming you are not subject to a minimum term where you cannot cancel).

[Law10]

Obviously I can't prove the verbal offer by phone as I didn't record it. I have a photo of accepting the message offer. Nobody mentioned that there was a minimum term if I accepted this.  I don't have Sky anymore. I'm not paying for Sky that I am not using. I just go round in hoops. How do I cancel?

[PandJ2020]

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@Law10 wrote:

Obviously I can't prove the verbal offer by phone as I didn't record it.

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Sky do.  Submit a subject access request.  (If still within retention)

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How do I cancel?

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This has already been answered.

To repeat.  You cannot cancel whilst in debt.  You cannot cancel if subject to a minimum term.  When these conditions are clear then you can give 31 days notice to cancel.