Sky broadband refund

2013yearofthehouse

A friend switched her broadband from Sky and is having trouble getting a refund. Her Sky broadband was disconnected on 8th July and her new connection became active on 9th July. Sky charged her up until 19th August automatically with that date listed as the cancellation date on her bill. Concerned by this bill a few weeks ago she used the chat advisor and they confirmed the 8th and told her it would be refunded from that date onwards "within the next 32 hours", but this was never acted on. She used the chat advisor again today, as her new bill was available and did not have the refund credit, but they would only refund her back to 14th July (this time it was done during the conversation and has instantly appeared on her bill).

I cannot understand why, firstly, it wasn't credited automatically (they know they turned the internet off on 8th July), secondly, why it wasn't credited when she asked 3 weeks ago and was told it would be done within 32 hours (or why it wasn't done there and then as they clearly can do so), and thirdly, why they have now changed their story and told her she can only be refunded back to 14th July and not 8th July.

I know it seems silly to argue over a few pounds, but is this likely to be fixable? Should she email Sky screenshots of her previous Sky chat? It just seems ridiculous that they can't do this automatically and she should have to spend so much time chasing them, plus the frustations of inconsistencies!

StuC75

How much notice had she given? as most will have a 30day notice period..

2013yearofthehouse

She got her MAC and ordered with her new provider on 29th June. She checked with Sky at the time and they said she didn't have to give notice, it would just be cancelled once the new provider took over.