Sky’s live chat failed my daughter when it wouldn’t cancel her account

·1-min read
<span>Photograph: pictoKraft/Alamy</span>
Photograph: pictoKraft/Alamy

My daughter’s ex has been charged with her attempted murder and is on remand in prison. She has moved out of their shared flat, but cannot cancel their Sky subscription because, although she pays for it, the account is in his name and only the account holder can terminate the contract.
RE, Dundee

This is a terrible case. Sky contacted your daughter the day I highlighted her situation. It has cancelled the subscription, waived early termination charges and backdated a refund to when your daughter moved out. Your daughter tried to cancel via live chat, which was not equipped to address her circumstances. Sky advises customers in exceptional situations to call customer services.

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