Addons on my account without my consent

[Jan888]

I recently signed up to a new contract with Sky Q after my previous contract came to an end. I agreed to sign up for £36 a month. The engineer visited and after installation he said I have a free 2 month trial of sky cinema and sky sports which I didn't ask for and i said I didn't want them. I was assured it was free and it would terminate itself after 2 months. I checked my bill and I have been charged for them and my next bill is a whopping £90! I called and asked them to remove them and was told that I had to give30 days notice to terminate so I would be charged on a pro-rata basis. I asked if I could be refunded and she said no because of the 30 day terms (which I did not consent to). I asked to speak to escalate the case to a manager and was told there are no managers on the floor. This is absolutely shocking and deceptive. I expect better from sky and have been a loyal customer for 20 years. I will not be renewing after this contract and will advise anyone else to go elsewhere. In the end I was advised that they would terminate with immediate effect but I have still be over charged and was not offered a refund for services that I never purchased! This is fraudulent. Absolutely disgraceful. 

[MightyQuinn]

Hi @Jan888   The installer lied to you. They probably got some commission for signing you up for Sky Cinema and Sky Sports. As with all Sky TV subscriptions you must give 31 days notice of cancellation. Most people give there notice to cancel after the first month to stop before it converts to a paid subscription.

[Jan888]

The engineer didn't tell me I needed to do that. To top it off, you can't just cancel within the sky app. You have to call and wait ages to speak to someone and then you have to go through numerous security questions and listen while they read statements. They seemingly make it difficult to cancel to deter people from doing so. I'm honestly so disgusted! 

[Daniel0210]

@Jan888 
You may be able to remove it via this link which includes a message option (usually available between 9am & 7.30pm) or by calling in using the number that should appear.
https://www.sky.com/help/articles/change-your-package-2-t2#downgrade 

[Jan888]

Thank you. I've already removed them but they wouldn't refund the additional charges 

[Daniel0210]

---

@Jan888 wrote:

but they wouldn't refund the additional charges 

---

@Jan888 

That doesn't surprise me. Unfortunately engineers are either misunderstanding the cancellation process for the free trials they offer (ie; it's not automatic) or they choose to ignore it. Sky won't refund the extra charge you've incurred as you've had access to the channels whether you've chosen to use it or not.

[Chodley]

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

[Jan888]

Thank you