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    • Sophiej
    • By Sophiej 20th Apr 17, 10:41 AM
    • 17Posts
    • 8Thanks
    Sky billed me for 2 accounts - whats my legal position?
    • #1
    • 20th Apr 17, 10:41 AM
    Sky billed me for 2 accounts - whats my legal position? 20th Apr 17 at 10:41 AM
    I must confess Ive been fairly hands off with my finances but now am really paying attention. When I downloaded my bank statements (as opposed to looking at them on a screen) I saw two regular payments to Sky, about two weeks apart. I checked with my bank & it turns out that when I moved in 2011 instead of Sky moving the account (which they have done before, & since, several times) they set up a new account & didnt close the old one.

    As soon as I realised I rang them and have had quite a bit of fobbing off, as various people 'need to talk to management' because its a decent amount of money. They have mentioned that I 'didnt close the account' which is a) HIGHLY unlikely as Im relatively efficient with moves & b) not relevant as they always do these moves as moves & Ive had a lot of them since 2006 when I joined, all of which have been fine.

    Does anyone know what my legal position here is? I will escalate this to court if need be.. but I would love to know if this has happened to anyone else.
Page 1
    • Marcus-H
    • By Marcus-H 20th Apr 17, 10:47 AM
    • 66 Posts
    • 9 Thanks
    • #2
    • 20th Apr 17, 10:47 AM
    • #2
    • 20th Apr 17, 10:47 AM
    go back to them - how was the service moved? did you just move the receiver yourself & plug it in? ask to speak to a manager - if you get fobbed off, then tell them that you will raise the issue with the regulator (ofcom) when you hang up.
    • macman
    • By macman 20th Apr 17, 12:33 PM
    • 40,490 Posts
    • 16,446 Thanks
    • #3
    • 20th Apr 17, 12:33 PM
    • #3
    • 20th Apr 17, 12:33 PM
    Are you seriously saying that you didn't notice the duplicated payment (even on screen) over more than 5 years, and across at least 60 bank statements? I think I'd describe that as rather more than 'hands-off', given that the sum involved must be at least £1,500, and possibly much more?
    As long as you can prove that you initiated the move (paperwork, account records?), then I don't think Sky can dispute your claim, but a refund of that size will require authorisation from a fairly senior manager, so I'd give it time.
    What I would do to speed up the process is to make a formal complaint in writing (don't phone or email): that puts the ball firmly in their court, and gives them 8 weeks before you can involve the Ombudsman.
    No free lunch, and no free laptop
    • Colin_Maybe
    • By Colin_Maybe 20th Apr 17, 3:07 PM
    • 619 Posts
    • 254 Thanks
    • #4
    • 20th Apr 17, 3:07 PM
    • #4
    • 20th Apr 17, 3:07 PM
    As above, put it all in writing to:

    Customer Complaints
    Sky Subscriber Services Ltd
    PO Box 43
    West Lothian
    EH54 7DD

    This is presuming that you did initiate a move and didn't just move and then take up a new customer offer.

    I'm as equally flummoxed how anybody can miss paying 2 subscriptions to the same company for 5 years but then I've had to disappoint many a customer at work when they've realised that they've been paying for a sub to our services for up to 6 years with no knowledge of it.

    Unbelievable Jeff!!!
    • Sophiej
    • By Sophiej 21st Apr 17, 12:43 PM
    • 17 Posts
    • 8 Thanks
    • #5
    • 21st Apr 17, 12:43 PM
    • #5
    • 21st Apr 17, 12:43 PM
    You are of course both could I have missed it? I started a (successful) business & am not great with that sort of thing anyway..I guess I wasnt looking for it. Ive spotted fraud before but Sky is not something that I see as a problem.

    It definitely was a move & I didnt just take the Sky box & take up a new offer (the new one was more than the old one). I did get a new Sky box as part of it I think & will definitely have the paperwork somewhere.

    They have said it would need management approval so Ill start the process in writing now & keep phoning. Its not like I need the money deperately right now but Im definitely not letting it go. They must have had other people with Sky at that address & had me at another address so how they could have missed it is beyond me as well.
    • Buzby
    • By Buzby 21st Apr 17, 1:29 PM
    • 8,005 Posts
    • 2,925 Thanks
    • #6
    • 21st Apr 17, 1:29 PM
    • #6
    • 21st Apr 17, 1:29 PM
    It isn't fraud. It can be a mistake, but if you cannot be bothered to check, the blame is yours too. Get them to investigate- and see what happens!
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