Free trial farce

[Sally+k]

Can anyone help me. I was given a three month free trial for sports and cinema by an engineer.  They did eventually remove sky cinema but for some reason I still have sports and am now being charged for it! I can't face the hour long phone calls to try again. I only came out of hospital yesterday. This is verging on cruelty to customers. They make it almost impossible to speak with a human and then charge you for the privilege 

[Daniel0210]

@Sally+k 
To remove part of your TV package you need to contact Sky giving 31 days notice. If you have 'in contract' discounts you may not be able to remove them because the discounts were provided on the understanding you’d be paying for the full period. Also make sure cancellation of a certain add-on doesn’t cancel another part of a discount.

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

[Sally+k]

Thank you but it's not part of my tv package. It was a free trial they've started charging me for. 

[Daniel0210]

@Sally+k 

If you didn't cancel it before the trial period ended it's now part of your TV package. 

We always advise customers to cancel these trials in plenty of time they they decide they don't want to carry on with them, so for example if it's a one month trial you needed to cancel it immediately.

[Sally+k]

I DID cancel it before the trial ended. They took Cinema off but not sport. Breakdown in communication yet again with sky. 

[MightyQuinn · Accepted solution]

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@Sally+k wrote:

I DID cancel it before the trial ended. They took Cinema off but not sport. Breakdown in communication yet again with sky. 

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Hi @Sally+k   I'm afraid then in that case, only Sky can help you.

[Chodley]

I would raise a complaint and tell them to review the call recording.

[DaveDrizen]

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@Sally+k wrote:

I DID cancel it before the trial ended. They took Cinema off but not sport. Breakdown in communication yet again with sky. 

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A tip if you cancel somthing in your package with sky look at "your products " in the my Sky app " if it been actioned it will show a end date of that item. It happens quite soon after speaking to Sky ( with in a hour ) also Sky should also send you a email confirming your change and saying in great detail what is changing  or ending. If you don't get either of these they possably have not been actioned and you should be able to get back on to them in plenty of time to make sure it is

[Daniel0210]

@Sally+k 

Your duplicate post on the Glass board has been removed as you already have this one.