Sky not refunding overcharge

[J901]

Hello please can someone help me! I'm going round in circles with sky customer service and not getting anywhere. I was given a free trial for Netflix and hd ultra hd kids for 2 months. I rang up to cancel on 14th November to ensure I don't get charged in December bill when the free period would be over. They didnt do anything and I was overcharged so I rang up on 15th December and was told it would looked into and refunded back to me. But instead I still have hd and ultra hd on my account! Iv rang so many times made a complaints been told that it will get looked into with 5 days. I'm thinking of cancelling my direct debit now. It's not my fault. Please someone advise. Thanks 

[Daniel0210]

@J901 

It should be a straightforward process. Now you've made a complaint Sky have up to 8 weeks to resolve it or issue a deadlock letter.

Cancelling the payment method is definitely not recommended and it will cause additional problems. The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky could involve a debt recovery company which may affect your credit rating.

[J901]

Thanks for your advice. But they log the complaint then close it themselves. I've been told it's a technical glitch and is being looked into. The complaint has been sent to accounts dept and they are looking into it. I don't understand what to do next it's so frustrating.