Basically joined Sky from Virgin but on the installation date there were several problems with open reach and internet connection which could take up to a week to fix so I decided on the day on installation to cancel all services (broadband and tv). Was assured over the phone money would be refunded for the services via direct debit and to keep this open. Several weeks later another payment went out for broadband. Upon contacting the team Sky made an error and the person who I was on the phone to who was meant to cancel didn't process it. Was assured a complaint was raised and I'd receive all money back because it was their error and I cancelled within the cooling off period, it would just take another 14 days to process it. Fast forward and I had credits appearing on my bills so I contacted sky again around early October and was assured within 3-5 days a refund would be received. 3 weeks later, and nothing has been received. Contacted them again today and upon checking was should be returned to me, there is a £15 discrepancy which they are refusing to pay because I apparently used the services outside of the 14 day cooling off period. I have tried to argue this and they just sent me another complaint reference number even though the one exisiting from September I've had no one contact me about. I'm assured again within 3-5 days I'll get the refund but this still leaves the discrepancy which whoever you speak to seems to have a different story / outcome. I assumed my contract start date was from the date of installation but sky started my tv 4 days before this, this all seems a bit dodgy to me and holding onto money they'd previously assured me would be refunded doesn't sit right.
