Cancelled sky - still taking direct debits

far2812

I am currently helping a friend who has got into financial difficulty.

I am going through all her bills and noticed that she had a sky payment and also a virgin media payment. She had cancelled SKY over 14 months ago and took on Virgin Media.

SKY are still taking DDs out of account and have done for 14 months

We have just contacted SKY and they said that they only received notification of cancellation of the broadband, and phone only, not the TV element.

Is there anything she can do to reclaim from SKY? She has proof of the date of joining Virgin media for all 3 services

so grateful

Many thanks

parttimeskint

Joining virgin doesn't cancel your sky TV services. if she kept her phone number, that would have triggered the phone and broadband cancellation automatically at that time. if she didn't actively cancel the subscription to sky by phone or in writing, then she didn't cancel and there would be little chance of getting anything back.


If Virgin told her they would cancel all the services for her then that's a conversation she needs to have with virgin but may be way too long ago for that.


Sky can't tell if you are watching the channels or not if the box isn't connected to a phone line or broadband as the satellite transmission is a one-way thing.

Armorica

Did the amount change before and after the date?

Did she actually contact Sky herself at the time? Has she continued to receive Sky statements? One option is to argue directly with Sky. Alternatively she could make a claim to her bank via the Direct Debit Guarantee (who will then claim from Sky). (But a chance could remain that Sky could chase her for the debt if they think they are in the right)

[Deleted User]

far2812 wrote: »

She has proof of the date of joining Virgin media for all 3 services

This is not any proof that she cancelled Sky TV. Many people have services from both providers.

I doubt that any refund will be forthcoming and Sky will obviously fight any attempt to claim via the Direct Debit Guarantee because there was never any cancellation in the first place. I'm sure the bank would take a dim view of this too unless there is some evidence that the Direct Debit was cancelled but continued to be paid.

Heinz

far2812 wrote: »

I am currently helping a friend who has got into financial difficulty.

I am going through all her bills and noticed that she had a sky payment and also a virgin media payment. She had cancelled SKY over 14 months ago and took on Virgin Media.

SKY are still taking DDs out of account and have done for 14 months

I think the fact that your friend apparently did not notice the Sky Direct Debits were still being taken for 14 months demonstrates rather well why your friend is in financial difficulty. Something as basic as checking and understanding a bank account on a regular basis (I do mine at least once a week) is a vital step in money management IMHO.

brightonman123

get bank to cancel d/d, and do indemnity claim for the back payments.

[Deleted User]

brightonman123 wrote: »

get bank to cancel d/d, and do indemnity claim for the back payments.

This is really poor advice.

An indemnity claim can only be made if the payments have been taken by Sky in error. Since no cancellation has actually been made, the customer now needs to cancel Sky who may, in the circumstances, be prepared to forgo the notice period normally required.

If the OP simply cancels the DD, Sky will continue to request the payments. Any attempt at at an indemnity claim would just create a unpaid debt (or the Bank would simply claw back the refund when it discovers there is no fault)

far2812

Sorry for the delay.

Yes I am aware that this is why she is in debt and that is why I am trying to help her. Thanks for all the advise so far.

She wrote to SKY cancelling her services but did not send it recorded delivery or anything so we can't prove anything

SKY are saying that they received notification of cancellation of phone and internet but not TV - but she wrote a generic letter stating that she wanted to cancel ALL Services.

Any further advice?

[Deleted User]

far2812 wrote: »

Any further advice?

Cancel the Sky TV immediately and your friend can enjoy the savings.

No refund of the 14 months in question will ever be forthcoming without some documentary proof that the request was made and not carried out. The fact that more than a year has passed without comment from your friend makes the complaint lack any credibility I'm afraid.

As I said earlier, Sky may forgo the notice period in the circumstances if you explain it to them. They may even offer a "goodwill" refund of some of the subscription.

far2812

No that is what I call a perfect answer. Xx very helpful. Thank you x

Armorica

Moneyineptitude - if they were cancelled, however, the claim is fair.

Also worth adding for this thread is that the Payment Services Regulations refer to a period of 13 months for customers to check their accounts.

As you suggest she wrote it all in a single letter, then make the claim. Or ask Sky to produce the copy of the letter saying that she only wanted two of the three services cancelled...(may even be able to get it through a Subject Access Request)