I have a missed appointment charge added to my bill despite contacting to reschedule the appointmen

[Laura36]

I had an engineer appointment for 14th September. I called on 13th September to reschedule the appointment as I suddenly became unavailable for the 14th. I successfully rescheduled to 15th September and the engineer did come to my address. I was told by the sky rep I would not get charged for rescheduling. On my future bill for October there is a £25 missed appointment few added. I want this removing

[Daniel0210 · Accepted solution]

@Laura36 
You aren’t talking to Sky Customer Services here. This is a forum whereby customers try to help other customers.

A £25 charge is normal for a cancelled appointment at short notice. If the agent told you you wouldn't be charged call Sky and query it. They should be able to listen in on your previous call and confirm what was said. 

[GD1]

@Laura36  As you only cancelled the appointment the day prior to to it being scheduled you would still be charged this fee.

https://www.sky.com/help/home/broadband/join-sky-broadband/track-sky-order/articles/track-sky-order

Please note: If you miss your appointment, or call to cancel or reschedule on the day or day before your appointment, you may be charged £25 on your next bill.

[Laura36]

Thank you all. I've called them and sorted it out!