free trial cancellation

[FKNSKY]

Free trial caancellation within 31 days but still being charged.

I took up an offer for 1 month free trial of Sky Sports and Sky Sports HD subscription. I cancelled 0n 03/12/24,  gave 31 days notification but they are still billing for the subscription on my lastest and next 3 month bills. I've had email confirming cancellation, used chat to cancel sub, messaged to cancel sub, spoke to agents to cancel sub and they say its a technical error on their side. I've been told for probably the fifth time to wait another 5 days. What can i do to get Sky Sports and Sky Sports HD subscription removed for my bill as offer on my account ended 08/12/2024

[PandJ2020]

Bills are generated 14 days before payment date - this will include any active subscriptions (even if in notice period) billed as normal including the month in advance.

Once the cessation has passed the following bill will generate a credit back to the point of cessation.

The billing may well be correct.

[FKNSKY]

Hi.Thanks for your reply, but I should've mentioned, the second time I rang to enquire about the cancellation, the agent said originally they made a mistake and requested a cancellation date of  08/12/2025 instead of 08/12/2024. I get excuses when I ring and am told to wait either 24 hours, 48 hours, and now 5 days. Is there anything I can do to get it fixed? I’ve been with Sky 25 years+ as a Diamond Member VIP? they tell me, " I am a valued customer." Whatever that means, I don't really want to cancel everything or cancel direct debit.

Regards

[PandJ2020]

You cannot withhold payment.

We can escalate to forum sky team here but it's not a real-time chat.  They may be able to help.

[FKNSKY]

Hi. " We can escalate to forum sky team here" If you could please as i get told different things, different reasons when i enquirer and its get a bit frustrating. 

Regards

[caesarome]

@FKNSKY 

What date did the trial start and what did the terms and conditions say about cancelling ?

@PandJ2020 

They can't help with cancellations.

[FKNSKY]

Hi. I think it’s started on 1st November, was originally a 2-month free trial. I cancelled around 07th or 08th December, cancelled within the 30-day period. The only issue with the cancellation was the fact that the first agent requested December 2025 instead of 2024; she entered the wrong date. They said ' due to a technical error, cancellation would now  take effect on the next working day or 48 hours.’ Since then, it’s just been different excuses. I had an email confirming the cancellation; my account states Sky Sports ends on 08/12/2024. The last time I spoke to the agent, Sky Sports was showing on my account billing until 2025 and to wait 5 days as it 'should' be rectified before then, it hasnt. 

Regards

[FKNSKY]

Hi. I think it’s started on 1st November, was originally a 2-month free trial. I cancelled around 07th or 08th December, cancelled within the 30-day period. The only issue with the cancellation was the fact that the first agent requested December 2025 instead of 2024; she entered the wrong date. They said ' due to a technical error, cancellation would now  take effect on the next working day or 48 hours.’ Since then, it’s just been different excuses. I had an email confirming the cancellation; my account states Sky Sports ends on 08/12/2024. The last time I spoke to the agent, Sky Sports was showing on my account billing until December 2025 and to wait 5 days as it 'should' be rectified before then, it hasnt. 

Regards

[caesarome]

@FKNSKY 

Did y try me terms and conditions say that you had to give the usual 31 days notice or that you could cancel anytime within the two months as usually it is the former meaning you would have needed to give the cancellation request to Sky on 1st December.

[FKNSKY]

Hi. Was 2 months free trial discount offer. 31 days notice. Like i say, no issues paying any additional fees pro rata, its just the fact i've had confirmation of cancellation, account says it was cancelled and after 08/12/24 i'm not subcribed but they say and my  billing states i'm sucbribed until Decemeber 2025. Need to know what to do next as i will ring ahgain net week as according to the last agent i spoke to, it should've been corrected by now. 

[caesarome]

If you have your 31 days notice n the 7/8th December then it should be the 7/8th January that it is cancelled.

[FKNSKY]

Hi. My account says it isn't, ( future bills until March 2025 ) and last agent i spoke to says it's showing until December 2025. They input the wrong date on cancellation request and then a technical issues for the reasons its not cancelled. I've mentioned earlier, chat, message or phone calls i am given different reasons for why its still showing as subscribed on their system billing until Deecember 2025. 

[caesarome]

Personally I would see what happens in January when it should cancel and if it doesn't then you can register a complaint as per this:

https://www.sky.com/help/articles/how-to-make-a-complaint

[FKNSKY]

Hi. I could do, but so far I’ve been told mistruths, something different  by every agent I’ve been in contact with. I was told to ring back on Tuesday if it hasn't been corrected, since it hasn’t, I will ring back and escalate, and make a complaint. Like I’ve said, no complaint if I’m required to pay any extra pro rata. My issue is, I cancelled a 2-month free trial, given notice, received email confirmation of cancellation, my account reflects cancellation, but their billing states I am contracted to December 2025 because they inputted the wrong date or a 'technical glitch' as they stated. 

[caesarome]

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@FKNSKY wrote:

Hi. I could do, but so far I’ve been told mistruths, something different  by every agent

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And that is the very reason why I would leave it until January as it should be someone from the complaints team that looks into this for you.