Sky wouldn’t cancel!

SurreyMum123

Hello, can anyone help with escalating a complaint, please?

I was a Sky customer for 16 years, out of contract and moving house. I pressed the ‘close account’ option when I rang them, explained I was moving and they confirmed the account would close on 14 Feb and I was due a small refund.

It turns out they closed the TV account then, but decided to leave broadband until about 20 March!

I’ve spent hours on the phone being told various untruths (e.g. it was a third party request from another provider) and am not getting anywhere. They claim to have rung me about the complaint (of course, I have no missed calls) and it is my responsibility to ring them back, otherwise the complaint will be closed. Ringing the 0300 number, it now won’t put me through to someone unless I give them my debit card details!!!

Any advice most welcome!!

Thank you.

flaneurs_lobster

How much did the extra month-and-a-bit of broadband actually cost you?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6662189/sky-wouldn-t-cancel

I'm afraid that Sky won't put anyone through on the phone if there's an outstanding bill to pay. Did you use the onetouch system to change your BB contract to a new supplier? I'd guess that's where the mention of a 3rd party comes from?

Try the Sky forum and ask if they can put you through to a web agent, it's possible that they can't but it's worth a try.

https://helpforum.sky.com/t5/Account-Billing/bd-p/skyvip

SurreyMum123

https://forums.moneysavingexpert.com/discussion/comment/81945870#Comment_81945870

Does it matter? It was supposed to have been cancelled five weeks prior and I was told I was owed money!

SurreyMum123

Thanks. No, I did the cancellation myself, I hadn’t worked out what new supplier I wanted, I just knew it wasn’t Sky! There wasn’t even anyone moving into my old house. Sky completely messed up, and now I can’t resolve it.

I tried asking for their complaints escalation process and they refuse to provide it!

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81946080#Comment_81946080

Fair enough.

Try this link to the online complaints form, sign in and fill out the form.

https://www.sky.com/help/forms/complaints?