Early termination refund debacle

[Markielew]

Has anyone else had the ludicrous situation where Sky won't pay the refund on an early termination charge from another broadband supplier because the termination fee is part of a final bill?

I was with Virgin Media. 
A Sky salesman persuaded me to move to Sky and said Sky promise to refund up to £200 if Virgin charges termination fee. 
Virgin did - around £63. 

I have sent Sky refund department proof that:

a) I was charged a fee

b) I paid the fee (as part of the final bill). 

The final bill from Virgin clearly shows that they charged me the fee as part of the final bill and that I paid it (zero balance). 
Sky are refusing to refund me because the bank statement proving I paid Virgin, isn't the same amount as the actual termination fee. (Which was part of the total bill). 

I hope that all makes sense! 🤣

[caesarome]

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@Markielew wrote:

Sky are refusing to refund me because the bank statement proving I paid Virgin, isn't the same amount as the actual termination fee. (Which was part of the total bill).

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That doesn't sound right because if that final bill includes the termination fee and the documents you sent clearly shows this and that you have paid it in full then I would put in a complaint by filling in this form:

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

[Markielew]

Thank you for the link. 
The details are clearly shown on the documentation I sent to Sky yet they are being difficult. 
I have already raised a complaint, so we will see what happens, 

Thanks again for responding. I wondered if anyone else had encountered this issue, hence my posting on here. 

[TimmyBGood]

@Markielew 

Realistically all ISPs which offer switching credit know exactly how each other does final billing: they just persist in playing silly games.

[walking+footie]

I am experiencing exactly the same situation and are trying to deal with retainment team as switching team are only contactable by email which is useless as they don't read the emails