@Rogers2 wrote:
Sky took £67.50 from our bank despite having not taken up new contract and having informed them that we were not renewing our contract (which they offered at £66.50 not £67.50 anyway) with them 6 weeks prior to end of old contract. We had acknowledgement that they had received our emailed instruction to cancel (although actually it wasn't cancelling, just not renewing) and we received a request to return equipment which we did and they acknowledged. After numerous attempts - chat line, emails, we finally got to talk to a Sky representative who reluctantly confirmed that they had made an administrative error and would repay the money. After two weeks no money had been repaid and we sent a recorded delivery letter to their customer complaints dept. We received no reply. After a further two weeks we were forced to resort to sending them a Letter before Action which gave them 14 days to remedy the situation or face it going to court. Again we have no reply.
How many other people who have either correctly cancelled a contract, or declined to renew one had money taken? I'd like to know as this seems not to be a unique case but a money maker for Sky. Why do Sky make it virtually impossible to contact them. Chat lines give insensible answers, phoning them result in hour-long waits and there's no address for you to write to. You can't return their phone calls.
A couple of points.
You will always overpay your Sky account when you are leaving. This is beacuse regardless of providing cancellation notice, billing continues as normal until your disconnection date, and bills are generated 14 days before payment date, therefore you will almost always certainly end up with a credit in your Sky account.
To be honest when you called customer services and they said they had processed the credit, they should have done, but we have seen other comments on this forum where people have been told the refund had been processed but that had not received it within 3-5 working days ( which is how long it should take).
You mentioned you have raised a complaint with Sky ( which I would say is the correct thing to do if you were told the credit was being returned but it hasn't been processed), however you need to be aware that when a complaint is raised Sky have 8 weeks to respond and rectify the situation before you can take the complaint further.
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