Iv asked for sky cinema to be cancelled within hours

[Jojesse1984]

Been charged £60 for cancelling sky cinema even though I cancelled within hours. Only have 1 email as I tried cancelling multiple times via online. Funny it's all disappeared. Anyone know how to retrieve message's from December 2024?

[caesarome]

@Jojesse1984 

Let's start from the beginning, how and when did you subscribe to Sky Cinema ?

Did you ever call to cancel, if not how did you try to cancel online ?

Did you get an email acknowledgement of the cancellation ?

[Jojesse1984]

1. I asked for it to be cancelled via chat online with hours as my son clicked it without knowing what he had done.I think it was 22.12.2024. I was in hospital at the time so was unable to call. Iv a email asking to cancel sent on the 22nd and had reply email on the 28th. Sky had tried to call but sadly iv been extremely poorly with crohns disease. Iv spoke to sky and awaiting a call back this Monday. I was charged the £10 in January which I excepted but now they have cancelled sky cinema and charged me £60 for the privilege, this clearly shows that they are aware of my cancellation requests. I cannot find my online request which is frustrating. Iv been with sky for 2 and half yrs, have phone and broadband, If  taking £60 makes them feel good then they will loss a customer and I will not renew my broadband that has expired. 
2. Surely proof,even with 1 email asking to cancel is enough? If I can see the online chats then they would have no leg to stand on. How do I redeem them as they are over 2 months old?

[PandJ2020]

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@Jojesse1984 wrote:

Sky had tried to call

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Yes, they need to speak to the account holder to confirm the cancellation.

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now they have cancelled sky cinema and charged me £60 for the privilege, this clearly shows that they are aware of my cancellation requests. I cannot find my online request which is frustrating. Iv been with sky for 2 and half yrs, have phone and broadband, If  taking £60 makes them feel good then they will loss a customer and I will not renew my broadband that has expired. 

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The contract allows such charges for premium channel cancellations.  (Assuming it's not an early termination charge)

Surely proof,even with 1 email asking to cancel is enough? If I can see the online chats then they would have no leg to stand on. 

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IMHO they should be able to backdate the cancellation to the point of request following subsequent account holder confirmation but alas the cancellation charge would still apply.

Of course, you could persevere in talking to them or raise a complaint...

[Mark39]

@Jojesse1984 generally you can't cancel by email, as Sky need to verify your identity before processing anything to your account, and they can't do that from an email. They call you back so that they can do so in person.

If this is already been looked at by Sky, and they've promised you a call on Monday. It's probably best to wait until then, to see what they say.

[Jojesse1984]

Thanks for your response but sadly It was impossible to answer or call as had a tube down my throat.

I verified on the online chat.

Il await the response Monday and update you.

It's just such a shame that customer loyalty means nothing to them, £60 to me as a single parent is alot.

[PandJ2020]

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@Jojesse1984 wrote:

Thanks for your response but sadly It was impossible to answer or call as had a tube down my throat.

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Sure, but you may be able to backdate it - the contract explicitly says the date of cancellation will be honoured once confirmed...

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It's just such a shame that customer loyalty means nothing to them, £60 to me as a single parent is alot.

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Many of these charges are added automatically.  Which is why you need to discuss with a human...

[Jojesse1984]

I physically wasn't able to talk.. Sky will lose more than £60,they will lose my custom and il advise anyone to avoid.

I appreciate all your feedback 

[Jojesse1984]

Do you mean they could backdate to my 1st email which would cancel charge? I'm sorry,not great with technology 

[Jojesse1984]

Update. No call on Monday when promised but called today and am being reimbursed the £60 

[Jojesse1984]

I wasn't called back yesterday so called today and am being refunded the £60 without hesitation 

[Anonymous]

Glad you got it sorted @Jojesse1984