Payment taken after acount cancelled?

[Jules601]

I cancelled my package and paid my last payment in December,  only to have an extra, larger payment taken from my bank account, after it was all cancelled.  Can anyone explain why? 

[SKY1992bf]

@Jules601 please note you have to give the relevant notice period to cancel (31 days for tv / 14 days for broadband) and billing continues as normal right upto and including last day of notice period and must be paid, any overpayment for days beyond termination date will be refunded within six weeks of termination date or you can call sky and they will refund within 3-5 working days once the credit is showing on your sky account 

[Jules601]

The termination date was the 14th December.  They took out £58, from my account  at the end of December! 

So, that's 2 payments? 

[caesarome]

@Jules601 

What date in Deecember was the payment taken on and what services did you have with Sky ?

[Jules601]

£42.50 on the 29th Dec, then £58.00 on the 31st Dec. 

[Jules601]

I had tv & broadband package

[caesarome]

Those payments might have been taken as the bills for them could well have been created before the 14th December so looking at your account now do you see a credit on it for these overpayments as this is what should happen when an account has been cancelled.

[Jules601]

No, there is no credit! 

This is what's showing on my account....

 

 

[caesarome]

Are you sure your account has been cancelled as those bills appear as if it hasn't. When you put in your required notice have you been sent any emails about the cancellation. I would give them a call so they can look into this for you.

[Jules601]

I've had at least 2 emails confirming cancellation! 

My Direct debit has been cancelled too, yet they're still taking money out....How's that possible?! 

I've tried ringing them, but keep getting automated answers. Do you know of a phone number I can ring them on, to speak to an actual person, please? 

[MarkGoldsmith]

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@Jules601 wrote:

I've had at least 2 emails confirming cancellation! 

My Direct debit has been cancelled too, yet they're still taking money out....How's that possible?! 

I've tried ringing them, but keep getting automated answers. Do you know of a phone number I can ring them on, to speak to an actual person, please? 

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Sky only have one phone number for speaking to customer services. The start will be automated so you could try saying nothing and it should place you in the queue to talk to an advisor.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.