SKY has refused to close my account, they keep billing me 5 months after I stopped using their servi

[MaryG2]

Could SKY please close my account and stop this harassment? I havent used your services since May 2024 and I dont understand the changes (£160) which I have paid in full.

[GD1]

@MaryG2  You're not talking to Sky customer services, nothing will happen on the back of a forum post from an unlinked account.

Did you give notice to cancel services with Sky?  Did you receive confirmation this was accepted.  Not using services doesn't cancel them.

If you've been charged £160 what do the charges say they are for?  Did you return your Sky equipment?

[SKY1992bf]

@MaryG2  how did you cancel? Did you receive email confirmation from sky accepting your request?,

[Daniel0210]

@MaryG2 

And what Sky service was it for? If it was TV, the latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

[MaryG2]

Hello. This is the most recent response from SKY. SKY writes about everything else other than confirming my NIL balance as of today. I have paid for the equipment in full.

They are also insisting on talking ('to address security questions') even if I relocated from the UK 5 months ago. 

Dear Customer

Thank you for reaching out to us and sharing your concerns.

We sincerely apologise for any inconvenience caused and appreciate your feedback.

We understand that you provided your Saudi number but are no longer a customer due to relocating to a different location 5 months ago.

We will ensure that your account status is reviewed and that you are not billed in error.

In order to confirm the balance on your account, we will investigate and provide you with the necessary information. [STRANGE, WHY DOES THIS TAKE SO LONG?]

Additionally, we will address any security questions you may have regarding your account balance.

We apologise for any inconvenience caused by the contact attempts. [I'M NOT A SKY CUSTOMER, BALANCE IS NIL, WHY NOT CLOSE THE ACCOUNT?]Rest assured, we will take the necessary steps to ensure that you are not contacted inappropriately.

We will also ensure that your  number, which has not been used since May 2024, is appropriately updated in our records.

Thank you for bringing this to our attention, and please feel free to reach out if you have any further concerns.

Alternatively, you can contact our Customer Service Team on xxxxxxx between 9am to 9pm, where one of our colleagues will assist you further.

For further billing information, current and future payments, make payments online and much more, you can access this online using the MySky link below;

[caesarome]

@MaryG2 

You haven't answered the questions from yesterday:

What service was this ?

How did you cancel ?

When did you cancel ?

What is this £160 for if your ballance is £0 ?

[MaryG2]

What service was this ? £52 for the equipment and over £100 costs and penalties after I left UK 

How did you cancel ?

Through many emails and calls in April and May 2024 before I left UK 

When did you cancel ?

April 2024

What is this £160 for if your ballance is £0 ? £52 paid for equipment and over £100 paid for charges and penalties after I left UK. The balance is NIL as of now, but they won't close the account yet.

[caesarome]

If you paid £52 for the equipment is this because you failed to return it ?

The £100 I presume was because Sky let you out if your account early, if so was an early termination charge ?

[MaryG2]

All my SKY bills were paid before I left the UK in May 2024. £160 is extra costs paid without using any SKY services because I don't live in the UK anymore.

Why would SKY call me (5 months after relocating) before confirming that the balance is nil? Does it take this long for them to check their records? Are they keeping the account active so they can continue billing me? This is very unprofessional conduct from their end.

[MaryG2]

If all my SKY bills have been paid in full and the balance is NIL, why not close the account?

They are they still harassing me while in Saudi Arabia. Why are they calling me instead of closing my account? 

Could someone explain this?  I find this very unprofessional.

[caesarome]

@MaryG2 

All you can do is to register a complaint:

https://www.sky.com/help/complaints

[MaryG2]

Thank you. Let me do that ASAP.