Owed Refund For Paid Up Front Sky Glass

[Iankl]

Hi hoping someone can advise.

I bought sky glass and broadband online and paid the £949 up front for the TV. Sky then cancelled this the following day.

I called sky and spoke with a lady who was confused with this and advised me to try again with her. I did so and paid again £949 up front for the tv as she said I would be refunded the first payment. This was on the 13th Feb. She then said it had all gone through no issues. I also checked my credit score from the company she advised sky use and it stated I have excellent credit.

Low and behold 2 days later sky again cancelled this on the 15th Feb and also refunded me the first £949 on the same day from the first cancelled transaction payment.

I then called sky again who told me this would be refunded again. I am still waiting for this second payment to be refunded 6 weeks later. I have had a lady from sky call me weekly trying to resolve this and filling in refund requests. She also culd not understand why this was not yet refunded but as of last week that support also stopped.

I don't know what to do next, do I go to ombardsman or can someone help?

Thanks in advance.

[MarkGoldsmith]

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@Iankl wrote:

Hi hoping someone can advise.

I bought sky glass and broadband online and paid the £949 up front for the TV. Sky then cancelled this the following day.

I called sky and spoke with a lady who was confused with this and advised me to try again with her. I did so and paid again £949 up front for the tv as she said I would be refunded the first payment. This was on the 13th Feb. She then said it had all gone through no issues. I also checked my credit score from the company she advised sky use and it stated I have excellent credit.

Low and behold 2 days later sky again cancelled this on the 15th Feb and also refunded me the first £949 on the same day from the first cancelled transaction payment.

I then called sky again who told me this would be refunded again. I am still waiting for this second payment to be refunded 6 weeks later. I have had a lady from sky call me weekly trying to resolve this and filling in refund requests. She also culd not understand why this was not yet refunded but as of last week that support also stopped.

I don't know what to do next, do I go to ombardsman or can someone help?

Thanks in advance.

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I'd suggest raising an official complaint with Sky to get this resolved.

you won't be able to escalate to the ombarfsman without first going through Skys complaint process and giving them time to resolve the dispute.

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

[Iankl]

Thanks @MarkGoldsmith I'll try that.

Stupidly I thought with the multiple phone calls and internal requests completed that the sky employee on the phone was completing would have already highlighted the issue.

Regards

Ian