Refund - issues leaving sky TV

[AlanL]

On 3 July 2025 i made the decision to leave Sky to get all of my services from somebody else, i was out of contract and sky could not get near the offer the new provider was offering.  The somebody else advised whilst they would sort out the switch of the phone and broadband i would have to cancel the TV package.  I had a webchat with Sky via the app on 03 July and gave notice.  the webchat advised me to keep my direct debit open as there would be a final payment that would need to be taken.  No issue thus far.  I believed that would be the end of it and i would be using my new provided from August 2025.

I did nothing further until checking my bank balance after Christmas and noticed that Sky had continue to take the direct debit from my account for September, October, November and December.  I rang Sky on 10 January to raise this as an issue and seek a refund of the funds taken in error.  Sky said i hadnt given notice and essentially called me a liar.  I raised a complaint and  duly cancelled the direct debit before the next payment was to leave - i did tell the person on the phone i would be doing this.

On 31 January i rang again to check on the status of the account, the complaint and progress on the refund - surprisingly (or maybe not to others) nothing had been done.  I spoke to 3 people that day.  It is now the end of February, no communication from Sky other than to say the account is in arrears for the January payment and that until i make this payment nobody will talk to me.

I managed to get on a webchat with someone and after an hour of exchanging messages and the conversation heading around in circles, me trying 5 other phone numbers suggested by the webchat to speak to someone i had to call it a day and continue my day job.

I am now several months into a frustrating process of getting a refund and my account fully closed (account cannot be closed whilst there is a complaint in progress or automatically shuts the complaint apparently).

I am unreasonable to not pay the January payment?  All i want is my account closing, my complaint looking at and the refund progressing

[MightyQuinn]

Hi @AlanL 

Hi there, I don't know if they can help, but I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

[Anonymous]

"cancelled the direct debit before the next payment was to leave"

Worse thing you could have done to be fair

[AlanL]

How many months payment should i allow them to take before i get the matter resolved.  They took 4 months more than they should have done.  They havent replied to a complaint on the matter.

[Allan95]

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

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

[Anonymous]

Cancellation via webchat isn't advisable, As you have found out, Only real way is to call and speak with the cancellation team in my experience 

You would receive email confirmation also when a successful cancellation is placed

Don't understand all these ways people keep trying to avoid the official route by sending letters, Emails and webchat or social media etc... 

Just call Sky and do the thing the correct way and non of these issues would occur 

[AlanL]

Because Sky make it difficult to speak to anybody, it pushes you towards using the App or webchat.  Have you tried calling Sky recently?

[Anonymous]

Ye, I have and have had no issue getting through, I fact once you state you wish to leave its only the phone based team that can help so your not pushed down any other route

Trying to shortcut the system has left you in a mess of your own making I'm afraid

Pay what Sky say you owe, Set up your direct debit and have the account unrestricted and then follow the correct route to cancel

[AlanL]

i have rung them, ive spoken to several people but they havent progressed the complaint raised.  They havent responded to it.  How many people do i need to speak to to resolve the matter?

If they had dealt with the matter either by the webchat or the phone calls there wouldnt be an outstanding amount.

You are very welcome to providing advice but you havent grasped all of the statement, you have latched on to the webchat element at the beginning.  I believed that this would be traceable in writing where a phone call is less so.

Does the initial request on webchat preclude them from replying to a complaint?

[LauraMac38]

Hi,  @MightyQuinn, thanks for escalating this. We’ve sent @AlanL  an invite to chat.

 

[Anonymous]

All calls are recorded so can be pulled easily and listened to by a manger to confirm what was said, We chats are not recorded as far as I have been told 

If there is no evidence of you asking to cancel (even a screenshot of the chat from yourself maybe) then your complaint can and should go nowhere

It's your word against theirs so they have likely already closed your complaint assuming one was even ever raised

My advice is to pay the full outstanding balance, Set up your direct debit and reinstate the account and then give notice to cancel

Then if your story holds water and Sky agree they will refund any over payment and your account will be closed

The webchat team who are reaching out to you will tell you the same orpromt you to call in to Sky but as your account is restricted they won't speak to you, Leaving you back to square one mate

[caesarome]

@AlanL 

You have been sent a chat invite by @LauraMac38 who is part of Sky messaging team, while it is up to you if you respond to this or not, all we can say is that they can help and get to the bottom of this if you do.

[AlanL]

so Sky in theory owe me £400, now they want a further £88 just to talk to me.  And then this happens next month, the month after etc.  Why should i pay sky a penny more when they owe me a refund?

[Anonymous]

Because if you don't your account will continue to accrue debt, Eventually be passed to a UK mainland debt collection company and WILL lay waste to your credit report

Then you will be back here moaning about that too

[AlanL]

@Anonymous please stop responding you arent very helpful.  Leave it to the Sky Experts, thanks.