Stop asking for money for a non-existant 'contract'

[IanHuk]

I cancelled Sky completely several months ago. I returned ALL the equipment and had a notification that you had recieved it.

Last month I was billed £70.50 - which was a HUGE and unexpected surprise, but it was taken as a direct debit so I assumed I just owed that money. However, to be on the safe side, i cancelled the DD going forwards.

Now I am getting messages that I owe another £70.50 AND £10.00 - for a contract I DO NOT HAVE.

I have now called numerous numbers to try to get this sorted, but each time the system won't allow me to get to anyone OR state my problem without setting up a new DD - that is totally unwarranted. I simply CANNOT make any form of contact with Sky! 

So I need someone at Sky to read this and get in touch and sort it all out - INCLUDING repaying the £70.50 I paid last month due to YOUR incompetency! 

[Greenfingers001]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
 

[PandJ2020]

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@IanHuk wrote:

I cancelled Sky completely several months ago. I returned ALL the equipment and had a notification that you had recieved it.

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How did you cancel and did you receive confirmation?  (Returning the hardware doesn't cancel)

Forum staff have escalated - so engage with them...

[IanHuk]

It was agreed with Sky I was cancelling and THEY sent me the box to return the equipment, which I did.

I have swapped to Virgin and they agreed the swap etc (including the land line phone number etc) directly with Sky.

I DO understand that errors happen - my main problem is that I can't even speak to anyone there unless I pay money I simply don't owe - which is utterly ridiculous! 😞

[MightyQuinn]

Hi @IanHuk   With hindsight it would have been better to have invoked the DD guarantee and got your money back that way.

[IanHuk]

Although I do want my money back, it's more that they simply will NOT speak to me unless I pay another amount they say I owe! 😮

Surely I should be able to at least talk to someone?

[Mark39]

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@IanHuk wrote:

Although I do want my money back, it's more that they simply will NOT speak to me unless I pay another amount they say I owe! 😮

Surely I should be able to at least talk to someone?

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Sky invited you to an online chat at 12.05 today?

[IanHuk]

I don't know about the time, but yes, they have told me I can get it sorted by ringing 03442 41 ........

When I ring it I get the same old rubbish - it will not allow me any further until I pay the so called 'outstanding' amount - which the chat person agreed I didn't owe! 😮 😞

Sky are proving to be worse than useless!

[xenon81]

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@IanHuk wrote:

It was agreed with Sky I was cancelling and THEY sent me the box to return the equipment, which I did.

I have swapped to Virgin and they agreed the swap etc (including the land line phone number etc) directly with Sky.

I DO understand that errors happen - my main problem is that I can't even speak to anyone there unless I pay money I simply don't owe - which is utterly ridiculous! 😞

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Did you use the "one touch switching" option to switch to Virgin? If so that only cancels phone and broadband, you still have to contact Sky yourself to cancel the TV service. 

[IanHuk]

Escalating the issue proved worse than useless!

After some back and forth, they explained the 'issue' and gave me a number to ring to get it sorted. Great! - I thought!

Nope!
Yet again, the number was useless and 100% would not let me proceed further unless I paid the so called outstanding £70.50! As I said I was not in a position to pay, the system terminated the call! And the message bubble is gone and I'm back at square one!

Sky really IS a joke! 😞

[IanHuk]

It's now 9.50am Friday morning.

I have tried to make contact continually since 9am!

No matter waht number I try to ring, or use the 'chat' service - it is ALL blocked until I PAY!!!! Pay something I don't even owe! 😮

The website won't even provide an email address until I pay! 

WHAT THE HELL HAPPENED TO CUSTOMER SERVICE?! 😞

[Anonymous]

@IanHuk The one thing you can try is to scroll down to the footer and select the Complaints option. It's possibly the best way to get to speak someone. 

[Mark39]

Yep, it's an automated system, I'm afraid. If Sky think, rightly or wrongly, that you owe them money, you'll just be prompted to pay.

You could raise an official complaint and deal with it thay way, but it's unlikely to be a rapid resolution: https://www.sky.com/help/articles/how-to-make-a-complaint

[cogher]

I am owed an amount for an error on Sky's part when renewing my renogatiated contract. I have been told that I can only have 1/2 the amount refunded today which takes 3-5 working days the remaining balance refunded next week which again will take 3-5 working days. This amount should never have been taken from my account on the 1st of month. I said I was not happy and wanted to complain and was told that there is no other resolution. I don't think this seems very good customer service and would welcome your view

[Mark39]

It's difficult to comment without access to your account or the details of the conversation that took place between you and Sky.