Charged Twiice for a movie I did not purchase or watch . I need a refund

[Shiela2]

I was charge 2x £19.99 for a Minecraft movie I did not purchase, used or watched . This can't be open at all when I check this . I called customer service last night , talk to 8 different people whom I have to explain to every single one , and what they do and transfer you to another one . The last one was rude and sarcastic , put me on hold and cut the line . Please , I just want a refund , I feel I am being robbed here , it is my hard earned money and the customer service wasted 1 hour of my time . They think customer calling them should not be taken seriously. Please just refund me my money . You can check that movie won't even open at all and I don't know how I was charged £39.98 in total for that . 

[mike+simmonds · Accepted solution]

Morning @Shiela2 

On the forum here, you are not chatting to Sky directly. We are all Sky customers like you and this is a "customer helping other customers" area. 

When this sort of thing happens we often hear  that someone in a household or with access to your Sky login has accidentally clicked to buy the movie - or even two different versions of the same movie.  I can't think of an occasion I've read about where it's anything other than that. 

Having said that - there is a specialist part of the Sky store team who you can contact for support on this and hopefully they will be fair and helpful to you. 

They don't open till 11am - I find the live chat team are usually helpful.

I hope they are fair with you - good luck - here is the best link to them. If you are free, try logging on at 10.59 to get in the queue for 11am. 

https://www.skystore.com/n/hcus/help/contact-us