Over charged on Sky Store

[laidlaw]

I was Charged for 2 Films that were Free on my VIP Why, trying to get hold of zsky is a Nightmare, 

[caesarome · Accepted solution]

When you ordered these films were they showing as £0.00. Dies your confirmation email show then as being free ?

[SKY1992bf]

@laidlaw  How did you order was it via sky hardware or website?

normally these free titles can only be ordered online (website) for mobile viewing and not via a sky box/tv

[caesarome]

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@SKY1992bf wrote:

normally these free titles can only be ordered online (website) for mobile viewing and not via a sky box/tv

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That isn't always the case @SKY1992bf as you can order via the box depending on what VIP promotion this was.

[laidlaw]

Yes it said free

[mike+simmonds]

Hi @laidlaw 

As others have mentioned- although the email / offer may have said "free" they will only be free if you purchase in the correct way for that particular offer. 

It's fairly common for a movie to be free if - say - purchased online - but the same movie not free if ordered on the box. 

Skystore livechat will be able to clarify specifically - but if you want an educated guess on here from a regular poster - we would need to know a bit more about the offer - how you got it and how you ordered your movie 

Don't give any personal details though 

[caesarome]

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@laidlaw wrote:

Yes it said free

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In that case @laidlaw I would get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm each day and can be found here:

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

[laidlaw]

This has still not been sorted, when these Films were Ordered on my online Account it clearly stated 00

[caesarome]

If your email confirmation showed these as being £0.00 then what did the live chat team say, did they ask for to forward the emails to them for example ?

[mike+simmonds]

Hi @laidlaw 

I've been on a different thread to yours which had similar circumstances. 

On that thread the answer was that by mistake - the customer had clicked on two different versions of the same movie and had been charged for the second choice 

just a thought then - if you look in your purchases - are there two different versions of this movie ? Say one in HD one in SD ? Or a bonus edition ? That sort of thing ? 

Ultimately- you will still need to speak to the Skystore team to resolve this.  If you can't get through now, why not (if you are free) log on to live chat at 10.55 am tomorrow and stay on till it opens at 11. Usually works for me 

hope you get it resolved 

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