Sky Stream Upgrade - Billed Twice

[SCW+21]

In August I upgraded online from Sky + to Sky Stream, the process was irly straight forward and the next day the puck arrived and the day after I set it up and we havebeen using it since.  A couple of days after I deleted all my old TV shows from the Sky + planner and switched it off and have not used it for five weeks, my August bill arrived for Sky Stream and then another for Sky + which I thought strange but then considered the timing of the upgrade and thought they will reimburse later, however they didn't, they have in fact took another payment for Sky + today a service i have not used for five weeks and upgraded from so I have now paid Sky twice for Sky Stream and Sky + for the months of August and September despite upgrading to Sky Stream on 14th August!

Anyone else had a similar issue and is there a way to resolve it, I have checked my bills and I can't see any reference to Sky + at all, it just shows the payment for Sky Stream as I expected.

HELP PLEASE??

[GD1]

@SCW+21  Your Sky+ subscriptions should have stopped when  Sky Stream was activated, what dates do the Sky+TV subs cover on your bill

[SCW+21]

Thanks for you reply.

If I login into My Sky via app or online it only shows my Sky Stream account and bill for that, no reference to Sky +

I upgraded mid August just before my bill date, so expected that final Augusy payment for Sky + to be reimbursed but then today Sky took another £97.50 after taking £50 for Sky Stream so in two months I have paid nearly £300 for one months use of Sky Stream!!!

[GD1]

@SCW+21  Your old Sky+ should still show or did you create a new logi/ Sky ID for Sky Stream?  Was this part of a Home Move or just a switch from one platform to another.

[SCW+21]

It was just an upgrade online, no house move.

I had Sky + for 22 years before upgrading and the box was on it's last legs so just upgraded online!

[GD1]

@SCW+21   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[SCW+21]

Thanks, I'm currently online with an agent looking into it although they are indicating my Sky + service is still active even though I upgraded from that service to Sky Stream, they have just stated that I didn't upgrade and that I created a separate account, however when I upgraded, I was logged into my account that I created when I got Sky + 22 years ago...

Hopefully it will get resolved quickly and thanks for all your assistance.