Cancellation and still being charged

[PGC]

I cancelled my sky subscription for broadband well over a month ago and have proof of this. 
I must include that I am out of any contract with Sky (as I was paying £25 a month and it increased to £34, hence why I changed providers).

Despite cancelling, I am still being charged £34 a month. I have just logged onto my sky account hopeful that this is the last payment, even though the Sky customer support officer had confirmed my last payment would be in March 22' (not April). But it also includes I have upcoming payments. 

I have seen a couple of other posts noting similar experiences. Is this an issue with Sky? Perhaps they need to investigate their current protocol to cancellations out of contract. 

It's so disappointing to experience this as I have been a loyal customer to Sky and this is causing unnecessary stress which I now need to sort ourt. 

[Mark39]

Did you receive a letter or an email from Sky confirming the cancellation?

[SKY1992bf]

@PGC  If you transferred to virgin there's no automatic switch/cancellation and you have to physically contact Sky to cancel 

so who did you switch to and as @Mark39 asked have you official confirmation from sky that services were cancelled after you phoned to cancel 

[stefan5465]

This has happened to me as well, just noticed on the off chance in the my sky app. Cancelled with final date in March, still getting charged and future bills showing a charge. 

I've moved away from the standard open reach ADSL stuff to the fibre to the premises separate lines which doesn't trigger the automatic cancellation. Despite getting a cancellation sorted over phone and receiving the email confirming the confirmation date, it hasn't fixed the billing.

my guess is there's a systemic issue. 

will be calling tomorrow to sort; but it's more faff I could deal without!

[Shaneyplop]

Have the exact same issue except Ive only just noticed 7 months later. 

I cancelled and switched provider has confirmation emails and please changed your mind emails the whole deal. 

Still being charged 30quid a month the whole time. 

[Daniel0210]

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@Shaneyplop wrote:

Have the exact same issue except Ive only just noticed 7 months later. 

I cancelled and switched provider has confirmation emails and please changed your mind emails the whole deal. 

Still being charged 30quid a month the whole time. 

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@Shaneyplop 

Which provider did you switch to? Did you return any loaned equipment?

[Shaneyplop]

Went to bt and I was with sky so long they told me I own my equipment now wasnt asked to return. 

[Daniel0210]

@Shaneyplop 

To see if they can help I’ve escalated your post to Sky and they may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Shaneyplop]

Spoiler

Thanks much appreciated. 

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat 
 

[dmy24]

Hi there, we have not had a reply to our invite in 48 hours so we are now closing this. If you still require support please let us know 🙂

[Shaneyplop]

Sorry for late reply I thought it was all sorted and was told I would receive a callback sunday to discuss compensation. 

After not contact from sky I rang today theyve now done a U turn saying its my fault that Bt didnt take over the line properly so they wont be refunding me anything as there not responsible for charging me.

Im very confused. 

[caesarome]

You said it your opening post here that you cancelled with Sky, did you actually do this or did you sign up to BT ?

[Shaneyplop]

I contacted sky and they said Bt will take over the line when I start with them, once my Bt contract started I recived a broadband switch email and sorry to see you go things you'd expect so far as I was concerned it was all done properly.

[caesarome]

As you didn't respond last time I have escalated your post to Sky who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.