Add on not removed and payment not showing on account

[oOGUnitOo]

Greetings 

My contract ended on June 13th. I rejected the deal I was offered. I did cancel my add on for sky sports, I communicated to an agent through the vm app via message chat, and luckily I screenshot the conversation.

I requested to cancel the sky sport add on and the agent said she had removed it during the conversation. I can provide the screenshot to confirm that. I did not receive any confirmation email to confirm the cancellation request at all and therefore I am not sure if the agent has completed the request. I have checked my package and it is still showing the add on and it has not been removed from what I can find.

also I made a payment on my account and this is not showing up on my account. I was late in making a payment last month as I have had a few financial difficulties recently which is why I was seeking to remove the add on from my account. However the current monthly payment is not due until 27th which will be paid soon. 

Kind regards 

rachel

[Kath_P]

Hi Rachel, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having financial difficulties and as a result have needed to make changes. When removing any add on's, there is a 30 day notice so if you arranged to remove this on June 13th then it will be removed on the 13th July. Until then you will continue to have access. 

We can check things this end to ensure the relevant work order has been arranged and we can also take a look at any offers available to you to make things as affordable as possible. 

In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,