Going crazy trying to cancel Sky

Bradfield

A few years ago I moved house and had problems cancelling sky. I stopped the DD and soon had a call from sky saying they needed it to be re-instated whilst they dealt with the final account. The rep must have spooked me because I gave him my debit card details instead, which was a big mistake as this gives them continuous authorisation (I believe). As it happened it all ended without any problems but I do recall they were very unhappy that I had stopped the DD.

Soon I will be moving again and cancelling sky. If I encounter any problems cancelling by phone or email I will write to them directly. giving notice. I understand that any business has to legally provide a registered address. It seems like that is the only way to deal with them if you are to avoid having the retention team unleashed on you.

talktalktobt

Cancelling a direct debit doesn't cancel the agreement with Sky. It does with some companies, but reading Sky's T's & C's it is very clear. By not paying a bill, you are handing power to Sky - if you are threatening to cancel they will likely to sell your debt to a Collections company pretty quickly.

I suggest that you pay the equivalent to your next bill online by credit or debit card. This will negate the issues caused by your cancelled direct debit.

I am confused by the problems you have cancelling your service - I have never heard of such problems before.

claiming that they'd tried to call me on 2 separate occasions, which I know to be a lie because they only have my mobile number, so if it were true I'd have 2 missed calls, which I don't.

I would be careful with assertions such as this. Their system will likely show two calls being made to you (being a computer system it will itemise such things). Just because it didn't get through to you doesn't mean they didn't try. If, when you signed up, you filled in a landline number (even if it was random digits) it could have been this number they called.

It seems to me they are blatantly and unashamedly ignoring my cancellation requests so they can keep taking my money for as long as possible

They aren't as they cant.

I've asked via live chat for a contact email address to make a formal complaint

Try writing.
Customer Complaints
Sky Subscriber Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

http://help.sky.com/articles/how-to-make-a-complaint
(That took one, very quick search)

And if you really have no luck: http://help.sky.com/articles/sky-customer-complaints-code-of-practice

considering the fact that I've requested cancellation from them on no less than 3 occasions, can they still record a bad debt in my name from me cancelling the direct debit?

No, but they can and will sell your debt to a collections company if you don't pay what you owe.

Have you cancelled in the correct way? The quickest way is to phone - 03442 414 141. The good thing about the phone is they always record the calls and as such you can prove you have cancelled.

Moneymaker

talktalktobt wrote: »

The good thing about the phone is they always record the calls and as such you can prove you have cancelled.

No, it means that SKY can prove it - if they can be bothered to, and bear in mind that it's not in their interests to do so.

If you cancel by signed-for letter then YOU have the proof, in the form of a letter copy AND proof of delivery.

talktalktobt

Moneymaker wrote: »

If you cancel by signed-for letter then YOU have the proof, in the form of a letter copy AND proof of delivery.

They changed their T's & C's so you can no longer cancel by letter.

Kurtis_Blue

talktalktobt wrote: »

They changed their T's & C's so you can no longer cancel by letter.

No they haven't.

[Deleted User]

Kurtis_Blue wrote: »

No they haven't.

Here it is in black and white;

SKY_OFFICIAL_WEBSITE wrote:

Send us a message saying that you wish to cancel and we’ll call you back to verify your details and process your request. Please note, we won't be able to cancel your Sky services unless we’re able to verify your request over the phone.

Why do we need to talk to you?

We need to talk to you so we can verify your details and process your request. We can also help you avoid any unnecessary loss of service if you’re moving to another provider. We'll explain other potential consequences of cancelling your Sky services such as loss of discounts or early termination charges that might be due if you are leaving before your minimum term contract is up.

http://help.sky.com/articles/remove-a-package-or-cancel-your-subscription

So they may not have "changed" anything, but they won't allow written cancellation without a telephone follow-up.

Kurtis_Blue

Moneyineptitude wrote: »

Here it is in black and white;


http://help.sky.com/articles/remove-a-package-or-cancel-your-subscription

So they may not have "changed" anything, but they won't allow written cancellation without a telephone follow-up.

Good lord, Thats not the terms and conditions, that is random stuff form Skys website. And even that doesnt relate to letters sent it relates to messages sent via the website.

This is the Terms and Conditions:

http://www.sky.com/shop/__PDF/Sky_TV_Contract.pdf

That very clearly lays out cancellation methods.

Edit:

This is what the TandC say:

Any notice you give us to end this Contract where you have a right to do so (other than where you are exercising
your right to cancel during your cooling-off period for which see 'Your Rights to Cancel Your Order' section below)
must be given by phone 03442 41 44 14 or by using our webchat service on Sky.com. Notice given by these means
will be processed immediately. You can also write to us (Sky Subscribers Services Limited, PO Box 43,
Livingston, West Lothian, EH54 7DD) or e-mail us via your My Sky account on http://contactus.sky.com. Notice
given by these means will not be effective until we have spoken to you and verified your account. We will
acknowledge written requests by return letter or email and will contact you by phone to verify you as the account
holder and process your cancellation. More information on how to cancel can be found......

Thats horrific and cant see that standing in any court, Sky are a disgrace.

[Deleted User]

The T&Cs you quote are exactly the same as the page I linked to! The key point is that

Sky_Website wrote:

we won't be able to cancel your Sky services unless we’re able to verify your request over the phone.

Kurtis_Blue wrote: »

Thats horrific and cant see that standing in any court, Sky are a disgrace.

I doubt anyone has tested this in court..

Armorica

Can't see that forming a 'fair' contract either. It's just a way to force you to speak to retentions.

Cancel the direct debit and email/write saying you have done so; providing a phone number they can contact you on.

Copy OFCOM into any emails you send them...

brewerdave

...haven't got the time to read thru all the ts & cs relating to cancellation....but they do accept cancellation via online chat without any need for further phone conversation!