being charged for mobile service i do not have?

[Dee112]

Myself and my partner attempted to sign up for sky mobile. The numbers would not port and there was some technical issues on skys side so we cancelled within the week. This is two months ago. The are still charging us for a service we don't have and when we called up we were shouted at and treated like idiots by the agents. we have been on the phone for hours trying to sort out this issue. We are still being charged and we have not used Sky Mobile at all. Our numbers where not ported over and yet they are charging us. They told us they cancelled it nearly 6 weeks ago. What can we do here as this is theft as we are being charged for a service we don't have.  Is anyone else experiencing this? What did you do to resolve it? 

[SKY1992bf]

@Dee112 If you activated the sims you will be charged for the numbers the sims originally came with, regardless of if the numbers were ported or not

the only thing you can do is lodge a formal complaint

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

[caesarome]

@Dee112 

Did you and your partner activate your Sky sims because you will have needed to do this before your numbers can be ported over from another network so this will be why you are being charged as activating these sims will mean you are now in a 12 month contract so if you have spoken to Sky and they will not let you cancel then I'm afraid they are within their rights to make you both see this contract out.

[Dee112]

hi thanks for reply 

We never activated the sims and we cancelled within the first 14 days. Sky told us they had cancelled them for us. But they are still charging us. 

[SKY1992bf]

@Dee112 you would have to raise a complaint then see link in my previous post has charging only occurs if sims are activated, then would have dropped off your account automatically after 31 days if you hadn't

[caesarome]

As you didn't activate them that would be why your numbers would not transfer.

[Dee112]

thanks again for reply when I click on the link or try to go into the form for complaints the pages says there is an error. I have written confirmation from sky that is was cancelled. I have been waiting for 3 hours on whats app for them and still nothing. Can I tag anyone in the posts from sky?

[SKY1992bf]

@Dee112  Try clearing your browser's history or use a different browser or put browser into incognito private mode 

tagging sky employees won't get you anywhere I'm afraid as they are unable to help with individual account issues 

the team we can escalate to also won't be able to help with this type of query 

[Lisa-P1987]

Hi there Dee112 , 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.

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

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.