big red flags on first few weeks

[RossGee]

I am looking for assistance

Sky has repeatedly advised me that a £19 charge is no longer payable, that my account is in credit, and that no further collection attempts would be made. Despite these assurances, I have continued to receive attempted payment collections from Sky almost daily for over a week.

I have retained screenshots showing repeated £19 collection attempts from my bank, including attempts after Sky confirmed the charge should no longer be collected.

The complaint has also been marked as resolved and closed multiple times, despite the issue remaining unresolved and the collection attempts continuing.

I have spent a significant amount of time contacting Sky through live chat and have received conflicting information from different agents. I was also advised that a Customer Resolution Form had been raised, but I have not received any outcome or callback.

Could a Sky representative please review this matter, reopen complaint reference 4986441261, and confirm in writing:

• Why the collection attempts are continuing.
• Whether any further collection attempts are scheduled.
• What action is being taken to stop them.
• Why the complaint was closed while the issue remains unresolved.

Any assistance would be appreciated.

Thank you,
Ross

[Jen_out_of_Jen]

Hi @RossGee , 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#M141