Trying to contact Sky

[jonewt]

I cancelled my sky account in December and sent back all their equipment. They then charged me via my direct debit in January and are chasing me again to continue my direct debit although I receive no service. Every time that I try to call them they are asking me to reinstate payment and will not allow me to speak to any individual. What can I do to get the refund I am owed and speak to someone?

[PandJ2020]

How did you cancel and did you receive confirmation?

[jonewt]

I cancelled by email and have confirmation and an email acknowledgement of my return of their equipment.

[Daniel0210]

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@jonewt wrote:

I cancelled by email and have confirmation and an email acknowledgement of my return of their equipment.

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@jonewt 

Acknowledgement of returning equipment is NOT acknowledgement of cancellation. Did you receive an email acknowledging the cancellation?!

[jonewt]

Yes, from 2nd January.

[MightyQuinn]

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@jonewt wrote:

I cancelled by email and have confirmation and an email acknowledgement of my return of their equipment.

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Hi @jonewt   It is not possible to cancel by email. It has to be an interactive session to check your identity.

[caesarome]

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@MightyQuinn wrote:

Hi @jonewt   It is not possible to cancel by email. It has to be an interactive session to check your identity.

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It can be done but it is hidden and they will probably want to talk to the account holder anyway as it can be found under "No, I still need help" option at the bottom of this page:

https://www.sky.com/help/articles/cancel-sky-tv

[jonewt]

Surely that's an issue for them as much as for me. I took an email confirming the end of my contract on 2nd January as factual.

[PandJ2020]

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@jonewt wrote:

Surely that's an issue for them as much as for me. I took an email confirming the end of my contract on 2nd January as factual.

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I suspect that was end of minimum term, not contract.

You can cancel my email but the contract says, 'notice given by these means will not be effective until we have spoken to you and verified your account'.

If this didn't happen then I suspect you have not cancelled.