Monthly invoices simply wrong (double charging) and difficult to resolve

[65daysinamonth]

My September and October invoices show double-charging for Sky Cinema, which I don't have, don't want and don't use, after cancelling Sky Cinema in July/August, well within the free trial period. Not only am I still being charged for it, but it's showing on my billing TWICE plus additional days. Even if I had Sky Cinema, how can there be 65 days in a month?!

I have now spent over 100 minutes on the phone to Sky over the past 10 days, spoken to half a dozen advisors, none of which have wholly solved the problem, nor have generated a refund for two months. So far only one month has been refunded. 

Given the time and frustration involved, I would expect a bit of a goodwill discount too, wouldn't you?

Always having to phone and be passed from advisor to advisor doesn't help. One even tried to sell me something.  I could have summarised the situation by email in 2 minutes, but, of course, there's no email contact for Sky!

Where do I go from here?

[Mark39]

You might wish to raise a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[65daysinamonth]

Unless I'm mistaken, that link is only for complaining about Sky porgrammes, not their chaotic billing.

[Daniel0210]

It's for any complaint @65daysinamonth 

[Mark39]

You're mistaken. Wait for the page to load fully.

[JCH2024]

Some overlap for me. 
24th September upgrade to Sky Q. 
Email that day says 2 mths of sky cinema discounted to 0.00
This week I looked at bill for Nov to Dec and see 2 lines for Sky cinema discounted to £6 from £13 and tagged 'offer end 23 April 2025'.
I rang to cancel cinema and sports, was put through to retentions
We agreed I would downgrade to signature, HD and netflix - all  ok. I understand that that 'takes' 31 days.

When I queried the apparent double charging I got lost in the eplanation about the different dates - offer start, billing period, bill production 
I put it that we will have had cinema for 3 months (or just under) 24 Sept to 16 Dec, have received 2 free months and have been billed for 2 months at 1/2 price instead of 1 month at 1/2 price. I was assured that the bill was correct. I have not the energy to take this further at the moment. I'm hoping the bill due in December will right things.

[65daysinamonth]

There is clearly something wrong with the way Sky generates credits. If it is their policy to charge in advance, then the credit should be retrospective from the charge date, not actioned the following month. In my case, because there was two months' overcharging for two items, it's beyond their system to sort it out.

I'm way beyond the 'we'll respond within24 hours' deadline and, despite now escalating the matter to a complaint, Sky's response has simply dried up with still the best part of a tenner owing, never mind some goodwill gesture for having to spend 100+ minutes on the phone, dealing with this incompetence.

[PandJ2020]

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@65daysinamonth wrote:

There is clearly something wrong with the way Sky generates credits. If it is their policy to charge in advance, then the credit should be retrospective from the charge date, not actioned the following month.

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Monthly in-advance charging is the norm for such services.  (And you agreed to it in the contract)

It operates on a monthly 'moving forward' basis - so 'incorrect' invoices are not corrected and reissued but adjusted the following month.

We don't necessarily like it but it's how they operate.