Still being charged after leaving sky

[guysonlw]

03/03/24 and yeah got an email, perhaps two confirming the date services would stop...

[caesarome]

You are going to have to call Sky  so they can check into this for you although you might need to reinstate the direct debit first.

[Rob892]

I am having the same problem I cancelled in December 2023 and they are still trying to charge me now and they won't even let me speak to someone unless I set a direct debit up.

[caesarome]

Just setup a direct debit then you will be able to talk to them, if they are at fault then they should be able to correct it because until you do you will not be able to talk to them and they will continue to take a payment each month.

[Rob892]

I rang them in December and cancelled my TV, I also have the call logs to prove it, they did not take any payments for Jan Feb or March and now they say I owe 150 for the last two months so I will not be setting up anything or paying them anything to have the privilege to talk, argue and fight with them to  stop trying to scam me then try and make them give me my money back. 

[Daniel0210]

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@Rob892 wrote:

I will not be setting up anything or paying them anything to have the privilege to talk, argue and fight with them to  stop trying to scam me then try and make them give me my money back. 

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@Rob892 

You posted on here for advice from other customers. It's up to you whether you take it but it's not going to get sorted until you can speak to Sky. 

[MarkGoldsmith]

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  @Daniel0210 wrote:
  

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  @Rob892 wrote:
  

  I will not be setting up anything or paying them anything to have the privilege to talk, argue and fight with them to  stop trying to scam me then try and make them give me my money back. 

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  @Rob892 

  You posted on here for advice from other customers. It's up to you whether you take it but it's not going to get sorted until you can speak to Sky. 

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This will also likely escalate further with credit collectors getting involved and it negatively impacting your credit score (which can be a big hassle correcting after).

As already advised to avoid the other negative impacts it's usually best to pay Sky what they believe is owed, then you can contact them and get it all sorted. If Sky are deemed in the wrong they will return any overpayments and you will get less stress and potentially other issues trying to resolve it this way.

[HarryM]

I have had a very similar situation but on a bigger scale.

After moving to BeFibre in December 2023, (as well as receiving the confirmation email "Sorry you're leaving us,  you're broadband will be cut off on ex date" as well as sending back the Sky Router box).... Sky continued to take money from my account post the cancellation period.

It was only in October 2024 that i realised, the total amounts to £637!!

I contacted Sky customer service team to request a refund for the charges. My call was transferred to the cancellations department, where I spoke with James (i won't quote his ID number). Unfortunately, the interaction was unproductive and distressing. Despite the evidence I provided, James claimed in a very bullish tone that the issue lay with my new service provider, BeFibre, for failing to complete the active line takeover process. How this is related to my confirmed cancellation with Sky is bizarre. He further suggested that I seek reimbursement directly from BeFibre, as they were allegedly at fault. BeFibre have strongly disputed this claim.

I was told that if this had been captured earlier in the process, Sky would have reinbursed me but as it is such a high amount a different process was required - essentially, blaming the new provider.

The matter is ongoing, i have launched a formal complaint with Sky, Ofcom and seeking legal advice.

I have never experienced such harrowing customer service in my life.

[caesarome]

It is difficult to know where the fault lies but ultimately it is always worth checking with the provider that you moved from to make sure the account is closed. This is something I did when I moved ISPs a number of years ago as like you my previous supplier hadn't closed my account so I had to chase them for the money they owed me.

You say you have gone to OFCOM, while they monitor cosines they do not get involved in individual issues like this so if you registered an official complaint with Sky this link explains what happens next and what to do if they rule against you:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/