Charged for a ‘gift on us’

[CJO87]

I've just purchased 'Clifford the Big Red Dog' movie. It has a 'gift on us' but Clifford and get 'Hotel for Dogs' free. I've downloaded both films and both charges have been applied to my account. I shouldn't have been charged for 'Hotel for Dogs'. Any idea how I get this charge removed or will it eventually disappear?

[caesarome · Accepted solution]

If it has appeared on your account then I would get in touch with Sky Store support about this, there is a live chat available until 7.30pm each day from here:

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

[mike+simmonds]

Hi @CJO87 

I haven't seen that particular offer - but if it helps you to know - on a recent Spider-Man offer which was 2 for £8, the first movie got charged at the advertised rate and the system generated a credit to the customers account which kicked in when the 2nd half of the offer was purchased

Did you buy "Big Red Dog" first ? I would have thought if so - that would have generated the credit to your account (based on what the Skystore team told me about Spider-Man)

Did you buy on your box by the way - or online ?

if unclear then I'm sure @caesarome advice is excellent advice as usual. 

[CJO87]

I have tried this as I expected I'd need to talk to someone and it's saying the chat is unavailable and I've tried several times

[CJO87]

This is reassuring. I did indeed buy Clifford first, so fingers crossed the credit will show up soon