Overcharged

[MrsL82]

I received an email from Sky dated 23 April confirming my package is £122 per month from that date. However: £163 was taken on 22 April, which is higher than my usual bill (£153), and  my Sky app is now showing a predicted next bill of £178.50. These figures do not align with the price confirmed in writing. The live chat does not work, I cannot call and I want an email address I can use to get this sorted ASAP.

[Mark39]

@MrsL82 what do your bills show to be the reason for the increased charges?

[caesarome]

@MrsL82 

There is no email address so you will either have to call or use the chat service:

https://www.sky.com/help/articles/cancel-sky-tv

Select "No, I still need help" at the bottom of the page on the above link.

[MrsL82]

Hi Mark, so I am out of contract and now on a flexible monthly contract. But they are robbing me! and the new prdicted bill is over £20 more than I pay and and more than £50 over what they say they are going to charge me - makes no sense!

[MrsL82]

Thanks - their live chat function does not work and I cannot call (plus I want this all in writing - they are super sneaky). I might have to write an old fashioned letter

[Mark39]

@MrsL82 if you wish, we can ask the Community messaging team to go through your bills with you via a private online chat? Do be aware, however, that replies from Sky are unlikely to be instant- so you can go about your day, checking back from time to time for an update

[MrsL82]

Hi Mark, that would be great - I just want to contact a human (but in writing) - please let me know what I need to do 🙂

[Mark39]

@MrsL82  I've alerted Sky so a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. As I mentioned,  replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close.

For the detail of how it works see this guide:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[_Claire]

Thanks for escalating this @Mark39  We’ve sent @MrsL82 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[MrsL82]

Thanks so much Claire - please do share the invitation link with me (I cannot see it, but it might be me!)

[Mark39]

@MrsL82 look out for the chat bubble. The link I included in my previous post explains what to look for and how it works.