Check sky payments- they will take money when they shouldn't

scruntch

Hi has anyone had problems with sky taking money out of your account when they shouldn't have? I cancelled last year and was issued a bill and a threat of bailiffs. I didn't owe anything but after emailing and trying to call their free phone number on their letter (no reply from the email, phone number non existent) I called their normal number. Explained I didn't owe any money and was brushed aside without an apology. I asked for a refund for the time and money I'd wasted and was scoffed at.
A month or so later customer services contacted me offering me 6 months free sky no catches. Putting caution to the wind we accepted, only to find that they took almost £100 out of our account. I was given a massive run around, firstly told there was no such offer then I must have been mistaken and I had to pay for 6 months then receive the free service. Spoke to lots of nice people who gave me the wrong advice. I spent one Saturday morning doing a 30 mile round trip to the nearest local open bank with three children as i was told i had to to make sure the money hadn't been refunded. Complete waste of time. Called them back to say no transaction had been attempted. Then told I had to write to the subscriptions department including a copy of our bank account as proof it hadn't been refunded.
My husband then rang as I was close to giving up and he got the money back then and there. Incensed isn't the word. He was told that because we were already on a deal- how as we'd had 2 months without- they couldn't apply the new offer. We were also informed that we had been given the wrong advice which was worrying as supervisors were involved with this fiasco throughout.
I cancelled our direct debit and received a call saying they couldn't continue our 'service' without a direct debit. Was also told they couldn't take any money out if I didn't ok it with the bank. To my surprise they have without me having spoken to our bank. At a complete loss as whenever I speak to customer services they make the right noises but in my experience seem to do everything in their power to make it as long winded as possible.
If I hadn't looked into both cases we would be at least £125 out of pocket. I was made to feel like I was in the wrong which I think is disgraceful.

pmduk

How do the bank explain this transaction. I suspect they'll claim to have a continuous payment authority on a card, in which case you need to write to them cancelling any such authority. Copy it to your bank, which then requires the bank to follow your instruction. This letter won't cancel any obligation you may have to pay under a contractual requirement however.

tallyhoh

We have also phoned up about special deals only to be told we are imagining things, even when we have had it in front of us on the net.

AMG762

I don't know how Sky comply with the direct debit guarantee.

They should notify you in advance should the payment amount or frequency change.

Never do though