Refund - issues leaving sky TV

[Anonymous]

That's fair enough mate but do come back and let us know the honest outcome of your webchat 

We will see who is the Sky expert then

Let us know how you get on lol

[AlanL]

@LauraMac38 i cannot see an invite to chat?  I would welcome a discussion with you or another person that could assist

[MarkGoldsmith]

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@AlanL wrote:

@LauraMac38 i cannot see an invite to chat?  I would welcome a discussion with you or another person that could assist

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@AlanL you should see a chat bubble icon, as detailed on this page: https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M141 

[DaveDrizen]

When you make changes to to you Sky subscription whether it just upgraing or down drading  a new contract or cancelling  altogether immediately after the phone call Sky will send you a email confirming what changed and full details what will happen to your accoun. Also if you look at your bill soon after you put down the phone these will also be updated to take in  the changes to you account. So if you cancel altogether and you have not received a confirmation email within a couple of hours of phoning and looking at you bills they have not change and are cancling there should only be a maximum of two , the present bill  and your final bill. If it shows billing going on for months  this should indate somthing might have gone wrong and yore account may not be cancelled and you need to get back on the phone to find what was happening. Also Iwould never use any other method of changing my contact other than phoning customer service, Though there a notice system can be pain when I used it I have managed to speak to a human, I found the of doing this it to answer allrbe question of the amount give system and say to to what it suggest and then the last  question asked is "is tat all"  or words to that effect and then Ihave always been put though to a human customer adveser. 

[2muchTV]

@AlanL Sorry to read of your experience, it appears that your cancellation was not actioned hence repeated payments and silence from Sky now you stopped your direct debit and they seeing your account as in arrear.

I  found the MySky app invaluable for cancelling my Stream service, because I have little to no desire for phone calls or web chat.

The app lists 2 additional ways to give notice of cancellation viz (1) send a letter to Sky, address supplied or (2) write an email, email address supplied.  My email contained my Sky account number, telephone, postal address, stating I was giving 31 days notice to cancel.

With using either method above Sky state ".... We can’t cancel your Sky services until we’ve confirmed you’re the authorised account holder, so we may need to call you back.....  Don't worry, your notice period will start from the date we receive your letter or email."

Sky did call a couple of weeks later and confirmed my identity and cancelled my subscription. A letter confirming the date of cancellation was and still is in the MySky app.

I returned Puck and remote and additionally, I placed in the return package my name and Sky account number. I still have a copy of the proof of postage.

As advised, I kept the direct debit open and received my small refund approximately  8 weeks after.

The direct debit is still open, but I regularly check my accounts for credits and debits.

I hope you have evidence your account was correctly closed or otherwise Sky can show a mistake was made on their side.

Best of luck and let us know how you get on.

[DaveDrizen]

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@2muchTV wrote:

@AlanL Sorry to read of your experience, it appears that your cancellation was not actioned hence repeated payments and silence from Sky now you stopped your direct debit and they seeing your account as in arrear.

I  found the MySky app invaluable for cancelling my Stream service, because I have little to no desire for phone calls or web chat.

The app lists 2 additional ways to give notice of cancellation viz (1) send a letter to Sky, address supplied or (2) write an email, email address supplied.  My email contained my Sky account number, telephone, postal address, stating I was giving 31 days notice to cancel.

With using either method above Sky state ".... We can’t cancel your Sky services until we’ve confirmed you’re the authorised account holder, so we may need to call you back.....  Don't worry, your notice period will start from the date we receive your letter or email."

Sky did call a couple of weeks later and confirmed my identity and cancelled my subscription. A letter confirming the date of cancellation was and still is in the MySky app.

I returned Puck and remote and additionally, I placed in the return package my name and Sky account number. I still have a copy of the proof of postage.

As advised, I kept the direct debit open and received my small refund approximately  8 weeks after.

The direct debit is still open, but I regularly check my accounts for credits and debits.

I hope you have evidence your account was correctly closed or otherwise Sky can show a mistake was made on their side.

Best of luck and let us know how you get on.

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I found  your post most interesting I did know the my Sky app contained Sky  address and email address. In fact I have just looked  at the  my Sky App on my IPad and thought would be in the help section but I have looked and can not find them . Please could you advise how to th

[2muchTV]

@DaveDrizen the information is a few clicks in from the Help section but keep going till "No I still need help"

hope this helps 

[AlanL]

Thank you to those that have helped with advice.

Sky managed to get in touch with me and the Sky team in Scotland have found a record of my request to cancel and have backdated the closure and are in the process of refunding me the overcharged monies.