We are pensioners and the new monthly payment was the last straw for us. It has gone up about £10 within the last year and we are changing to Freesat.

I wrote to Sky on 15 April advising that when the new subscription comes into force on 1 June to close my account. I have tried to e-mail them but they have no e-mail addresses on their website and instead it says to telephone. I have heard numerous stories about how people have been forced to go through a long ‘spiel’ of how to change their accounts and or add channels.

I don’t want that, I just want to cancel. I received several letters (exactly the same wording) advising me it has tried to call but have not had any answer

Reluctantly I rang to confirm I was closing my account, prepared to answer the security questions. However, it didn’t ask any. Instead, the operator took my account details down and started to orate the ‘packages’ I had and started to say how I could change them. I interrupted to say I just wanted to close the account, but he didn’t seem to listen. I am afraid I lost my cool as the operator started to ask for more money to stop the account being charged with non-payment.

I repeated again that I had given more than 31 days’ notice by advising Sky – and the letter sent back was dated 26 April, so it knew I was well within the time limit. Sky are now asking for over £60 plus £7.50 non-payment. I cancelled payment as of 12 May via my bank. Also since, I’ve been asked if I want Sky half price. I just want to cancel without penalty. Can you help?

D.R, Harlow