Sky Complaints - Sky are billing me for a service I don’t have

[ennsea]

I am out of contract for sky Broadband and have moved to another provider. Sky were given over 14 days notice but still charged me. It's been over a month since I have left and I have since called Sky on 10 separate occasions to cancel my service, and refund me. Each time I will get out through to three or more departments, nobody will actually help and I'll be promised a call back. I have spoken to everyone from broadband technical, to retentions, loyalty and billing and the end result is the same. No change. I've been told 'the backend team' will fix this, I've had case reference numbers and CRF numbers. No joy.

What I want is a complaints line to speak to a manager who can get to the bottom of why I am being charged for a service I do not have and why they cannot resolve it.

i have cancelled my direct debit but I fear Sky will now raise an issue in my credit file for not paying for a service I don't have.

Is there an actual complaints department based in the UK I can speak to? I have googled and called the number I found but that just goes through to the usual Sky number.

[Mark39]

@ennsea Sky doesn't have a separate complaints department. All calls are answered by Customer Service and may be handed off to subject matter teams where appropriate.

[MarkGoldsmith]

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@ennsea wrote:

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i have cancelled my direct debit but I fear Sky will now raise an issue in my credit file for not paying for a service I don't have.

That will almost certainly cause those types of issues. Also if you cancel the direct debt it makes it harder for Sky to refund the money you have overpaid as they would be force to then write and send you a cheque which would almost certainly take a couple of months longer than if they could just refund through your direct debit.

[caesarome]

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@ennsea wrote:

I am out of contract for sky Broadband and have moved to another provider. Sky were given over 14 days notice but still charged me.

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During those 14 days billing does continue as normal so if a bill was created and has been paid do you now see a credit on your account for this overpayment, was it just this one bill that has been taken or has it happened since ?

[ennsea]

Thanks for the responses. Sky billed me again the following month and my account is still showing the service as active with future bills scheduled.

If I don't cancel the direct debit (and I did so on the advice of one of their staff) then they will continue to take money for from me, even though on their end they're clear that it should have been cancelled but that, for some reason, then they can't cancel things down.

At the least they should suspend payments. 

This is such a frustrating situation.

[caesarome]

When you signed up to your new supplier did you do so by using the switching service or by "cancelling" with Sky ?

[ennsea]

I used their switching service. Whilst doing this Sky immediately sent me text messages and emails indicating that they could see I wanted to cancel Sky Broadband.

So, they, as a business  knew, and had more than 14 days notice. Irrespective of this, I have called on more than 10 occasions to get this resolved and they seem to be unable to do what should be a simple action. Even if it requires the backend technical team to do a data fix to update my account status, this is beyond acceptable that it hasn't been done.

[Gin7]

Hi, was there a resolution to this? We are in a similar position. I haven't even been able to find a phone number.

[Mark39]

@Gin7 if you can give us some details we should be able to help you find the number to call.

[Gin7]

Thanks Mark. I want to speak to someone to confirm that they have cancelled our broadband following a onetouch switch to a different provider last week. There is no change to out billing schedule online. Sky acknowledged the switch would take place when the new provider informed them in early April.

Thanks again.

[Mark39]

@Gin7 tap on the 'yes I still need help' button in Sky's help guide here, then 'I want to get in touch'  > 'ready to get in touch'

https://www.sky.com/help/articles/bill-not-as-expected-not-sure

and chat and call options are given.

[caesarome]

@Gin7 

If the bill had been created prior to your switch then it ei is rvto be paid before it can be refunded back to you and help for this can be arranged for you via here.

What does what will have been your future bills show ?

When tou signed up to your new supplier did you get a email from Sky confirming the switch ?