It’s confusing and it really doesn’t need to be…billing issue

[BigBri165]

I cancelled TNT sports back in September but Sky continued to bill me for it.

I tried to explain to somebody that I didn't have it but the bills kept rolling in.

I cancelled my full TV package last month so save money but still have broadband with Sky. My final bill came in for £64 which was broken down as £34 for BB and £30 again for TNT. So in order to get their attention I cancelled my direct debit as nobody listened to me.

So spoke to a lady just now who agreed I had cancelled TNT back in September and credited my account for £48 - after paying £34 for the BB bill, that would leave me £16 in credit towards next months BB - or so I thought.

Instead she insisted that I pay £16 outstanding on the account.

I just politely (I work in a call centre so have empathy for these people) ended the call kind of bewildered as to how they can credit me for overpayment and then try and bill me for the exact thing they've credited me for...?

How do I 

[caesarome]

@BigBri165 

While this is frustrating cancelling your direct debit will not get anyones attention as you will be asked to reinstate it before talking to anyone.

Regarding the cancellation issue you might want to put in a complaint:

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

[BigBri165]

With the risk of sounding racist is there a number in the UK I can call as I'm getting nowhere. They just want to keep billing for something they've acknowledged I don't have and refunded me for. I sent the complaint which asked me to call them 🙄😬

[MarkGoldsmith]

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@BigBri165 wrote:

With the risk of sounding racist is there a number in the UK I can call as I'm getting nowhere. They just want to keep billing for something they've acknowledged I don't have and refunded me for. I sent the complaint which asked me to call them 🙄😬

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There is no direct way to talk to the UK, calls re routed to the next avaialble agent wherever they are in the world. The way to resolve this easily is to pay what Sky believe is owed, and then Sky will be able to then refund any overpayment that is due. I suspect the call centre staff are rather limited to whatever the systems allow them to do, and we do know the staff access to change things on accounts does get minimal when an account is in arrears.