Sky Cancellation Scam - Continued Billing

[ArrGee]

Hi everyone,

I’m hoping someone here can help clarify an issue I’m having with Sky regarding cancellation and ongoing billing.

Back in March 2024, I cancelled all my Sky services — Broadband, Phone and TV. I returned all my Sky equipment, and my online account showed the following messages:

• Cancellation of services (08 Feb 2024)

• Thank you for returning our Sky kit (04 Mar 2024)

• You have cancelled your subscription within the minimum term of your contract (10 Mar 2024)

Based on this, I believed everything had been cancelled correctly.

However, Sky continued billing me £16 per month for Sky TV right up until recently. When I spoke to an advisor, they told me that Sky TV supposedly required a “separate cancellation procedure”, even though my account clearly showed that all services had been cancelled and my equipment returned. They have now cancelled the TV service, but they refuse to refund the payments taken since March 2024.

I’m trying to understand:

• Has anyone else experienced Sky continuing to bill for TV after a full cancellation?

• Is this “separate cancellation” explanation something others have been told?

• How did Sky resolve it for you?

I’m preparing a formal complaint and may escalate to CISAS if needed, but I’d really appreciate hearing from others in the community first.

Thanks in advance for any insight or similar experiences.

[MightyQuinn]

Hi @ArrGee   Do you still have a copy of the email confirming cancellation of the TV service?

[ArrGee]

No. I simply looked at my Sky account where it states services had been cancelled and equipment returned.

For me, this meant that I had cencelled my Sky services, and I wouldn't be using any Sky services as my equipment had been returned.

There will also be a software trail showing that I haven't been using Sky TV services via their ping-backs for updates.

As far as I'm concerned, I had cancelled all my services. 

[MightyQuinn]

Hi @ArrGee   Not using a service or returning equipment does not cancel a subscription. The proof of cancellation would have been in the email. £16 seems a strange amount and would have been subject to an annual price increase in April 2024, 2025 and 2026. Would is the exact wording on the bills? Your Sky Bills.

[ArrGee]

This is the 'corporate talk' I have received from Sky in terms of cancellation of services.

On a human level, it's abundantly clear that I wanted to cancel all services, and with messages in my account with headers of 'Cancellation of Services' reflects my stance on this.

The bottom line, as far as I am concerned, I requested a cancellation of all services and it's clear that I have not used any Sky services since, regardless of the trap of corporate talk.

[xenon81]

What do the messages actually say when you open them?

• Cancellation of services (08 Feb 2024)

• Thank you for returning our Sky kit (04 Mar 2024)

Do they confirm the TV service was cancelled? If so you have a very strong case for a refund. If however they only refer to cancelling and  returning kit for another Sky service (such as broadband) then the case becomes much less convincing. 

[ArrGee]

This is the whole point. I looked at the headers and that gave me (I thought) enough peace of mind that my services had been fully cancelled.

[Me134]

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@ArrGee wrote:

This is the whole point. I looked at the headers and that gave me (I thought) enough peace of mind that my services had been fully cancelled.

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You've already been asked, but what do the messages actually state as those headers tell you nothing.

As previously stated, you not using the service is also irrelevant, no company cancels a contract because the customer isn't making use of it, due to privacy laws they may not even be aware.

[PandJ2020]

...then ADR is your route.

https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

[ArrGee]

I totally understand that. The message states only the broadband. Not the TV service. Not the phone service.

I asked for all services to be cancelled. I moved to Virgin Media (in my area Sky only offered around 30mb BB and Virgin had just setup at the time).

When I asked for all services to be cancelled, I thought this meant that I wanted all servivces cancelled. At no point was I told to cancel Sky TV separately.

When I looked at my message headers, and the header stating; "Cancellation of services', I thought this meant cancellation of services, not cancellation of service.

[ArrGee]

Thank you. I will certainly look at the ADR route this afternoon.

[Me134]

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@ArrGee wrote:

Thank you. I will certainly look at the ADR route this afternoon.

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Be aware that after 2 years the phone records (if that is what was used) are unlikely to be available now and they will be asking why you didn't notice the Sky charges going out every month on your statement.

[ArrGee]

Thanks, and understood. I'm pretty sure I didn't call to setup or cancel. 

[Me134]

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@ArrGee wrote:

Thanks, and understood. I'm pretty sure I didn't call to setup or cancel. 

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That may be in your favour then, how did you contact them?

[ArrGee]

As far as I'm aware, all communication was online - from ordering to cancellation.