I am Still being billed months after cancelling

[JP115]

Who can I talk to..., sky is shocking not giving you the ability to talk to someone regarding an issue. Am being billed and penalised even when the account was cancelled any suggestion

Moderator notes: Edited title to have own thread

[Terry1974Haynes]

I had a broadband package with sky, which was around 47 per month. I found another company, Hyperoptic, who are now charging me 15 per month. I cancelled my account with sky and despite actually speaking to a human and making it clear that the service was no longer required, and to cancel the charges or my account. I'm still having the money taken out of my account a couple of months later! So not only are sky happy to charge a fortune for at best an average service, but they are also happy to continue charging me when they aren't providing a service at all! Somebody from Sky please contact me?

[Chrisee]

@Terry1974Haynes Sky cannot contact you directly from a forum post so Inhave escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Terry1974Haynes.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Terry1974Haynes]

Hello, Ive just come across the email with the info, what do I need to do? Thank you x

[caesarome]

@Terry1974Haynes 

What did the messaging say to you on the chat you had with them ?

[icesteelman]

Hi @jp115

I presume that you cancelled your direct debit by now but still need to get them to refund you what they owe.

Sky make it temendously difficult to speak to any one in person - I know of no other company so bad as them. If you haven't already got the phone number for customer support, then this is how to find it - go to this webpage https://www.sky.com/help/accessibility-information/support-with-other-needs/articles/support-with-ot...

and then

1. Click the "No, I still need help" button near the foot of the page

2. Click the "I'd prefer to get in touch" button near the foot of the page

3. Check the "I've tried all the steps and info above and they didn't help" near the foot of the page

4. Then click the "get in touch" button next to the checkbox

5. You can then use live chat OR click the link "Choose more options" which then...

6. Press the "call us" button and a phone number appears which I am not allowed to post here (Who knows why this is, they just don't like talking to people?).

Even then, when you call the number you get numerous options as they still try to avoid connecting you so try to pick the appropriate option, e.g. billing.

I hope you get this resolved soon.

[JimM1]

@JP115 that would be best to sky accounts CS dept!

[MightyQuinn]

Hi @JP115   What was your service end date, as confirmed by the Sky cancellation confirmation email?

[JP115]

How do you get hold of them, everytme i call they say you need to pay before you speak to them?

[caesarome]

You would need to pay the bill then you should be able to talk to them. Billing with Sky continues right up to the day your services were cancelled as the bill would have been created 14 days earlier so would need to be paid before being refunded back.