Sky messing me about.

Rybo89

Rybo89

Rybo89

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Chesterfield
25/01/2014 i renewed my sky contract after being told i would only have to pay £31.85 for the whole 12 months.

I questioned this loads of times and was assured i wouldn't pay a penny more than £31.85 for the whole 12 month contract.

3 days ago i was charged £48 and now been told the Sky phone line was only free for 6 months and now it has been added on. This was not what i agreed to, this was never said to me at all when renewing the contract.

I have rang Sky and explained this to them. I was then told that i need to email the matter to sky as that is the only way they can look into the phone call between me and sky when i renewed the contract, so that they can adjust it if this is the case.

Soooo.... After about 10 emails back to one another i have got nowhere at all. They are completely ignoring anything to do with looking into the recorded call that would prove what i was offered when renewing the contract. Every single email, i have gone from asking to demanding it and it just gets completely ignored.

I ring back up to be told that it can only be sorted over email....

I ring to cancel the contract as this is not what i agreed to. They tell me that to cancel i have to pay the remaining 6 months.

Last email from them:

Dear xxxxx
Customer Account Number: xxxxxxxx
I was disappointed to hear of the problems you encountered with regard to billing issue and in particular the lack of consideration and assistance you were given when you contacted us.
As a company which very much values its customers, Sky does invest considerable resources in staff training and monitoring procedures to maintain the quality of our customer service. All members of Sky staff are made fully aware of their responsibility to be courteous and helpful in dealing with any customer and conduct of the sort you describe from staff within the organisation is clearly not acceptable.
Your experiences will be used to help us address some obvious training needs with the objective of ensuring such circumstances cannot reoccur. I am therefore most grateful that you have taken the time to write to bring these matters to our attention.
I understand your concern regarding the offer and billing issue and apologise for the inconvenience caused.
Click to expand...

This ^ is all i keep getting back. Not actually looking into the situation in anyway. Just completely ignoring the problem.

Makes me sick how companies are getting away with stuff like this.

My question to OcUK is, where higher can i take this to? They dont seem to want to help with that either.

Thank you.
 
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The thing about 'only being dealt with via email' is absolute hogwash. We're told that if we can deal with the problem then we should there and then and NOT to tell anyone to write in or email.
 
Do you work for Sky MissChief?

If so, why have i been told by 2 people that this is the only way?

Really ****ing me off now as i feel i am being robbed and cannot do anything about it.
 
The only company I have come across as bad as admiral insurance lately, is Sky.

They pulled a stunt similar to this last year when they claimed the HD channels were 'an optional add-on' free for six months and then chargeable there after. This was, of course total bull, so they nullified the charge and I got rid as soon as possible.

When i left sky, i notified them of the cancellation and stopped the direct debit because I didn't trust them to not overcharge. Sure enough, they tried to apply an additional charge to the account, and then tried to claim that because there was a balance outstanding the cancellation would have itself been cancelled. This was, of course, total bull.

And when you leave sky, you still get the free to air channels, but they very kindle disable the pause rewind and record feature of your sky DVR, a feature that is entirely mechanically internal to the box and has nothing to do with any subscription to sky. Disgrace.

So yeah, from my experience Sky customer service was a mess of anti-consumerist lies, misdirections and deceit.
 
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This sounds very familiar. I had almost exactly the same problem. Mine got worse though, because when I called to try and fix it, the person on the phone 'tried' to return the price to normal by changing my package.

The problem with this is that I lost my Sky F1. After calling them several times - including emails - I was told the only way to get F1 back was the subscribe to Sky Sports.

So when I called to cancel, I was put through to a different department automatically. It turns out (or so I was told), that if you call enough time in a short time, the phone system automatically puts you though to a different department.

Now, this department is called 'Fix and learn'. The lady on the phone was brilliant, and went as far as giving me her phone ID so I could deal with her directly.

Anyway, they checked the recording of the phone conversation I originally made and found that the person on the phone at the time was at fault.

She put my Sky F1 back the way it was, even though several people in customer service told me it was impossible. She also claimed that she was going to review the conduct of all the people involved in my case and send them back to training. Hope so. :)

Perhaps you should ask to be put through to the same department. All I can say is good luck.
 
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Forgot to update this thread. After about 15 emails back and forward of them just digging a hole and ignoring the situation. I decided to let them know the conversation i had with them on the 21/01/2014, the 22nd and the 25th, word by word.

Told them that it was there last chance before i forward everything to someone who would listen.

Got some silly reply back, again ignoring the situation. Ignored them for 2 days and then had loads of missed calls and then a email from someone high up saying how sorry they are and that they have listened to the recordings and that i am indeed right and that i was told it was for the whole 12 months, so he has now honored it and credited my account after all the messing about from his useless staff.

Still on the wall if to report it or just do what i normally do... Leave it and get on with my life.
 
1) move on with your life
2) provide yourself with more time to live by picking up the phone instead of faffing about with emails :)

Glad they honoured it though!
 
One of the 3rd party agencies that sell Sky did the same with me, told me a price for the whole 12 months, which I queried several times before agreeing. I checked the current Sky offers and the offer was for six months and didn't cover everything that they told me it did.
Called back to speak to the same person but she wasn't in the office, so arranged a call back the next day.
Didn't happen.
Called back again and apparently it was her day off again, so arranged another call back.
Didn't happen.
Called back and asked if she was in before saying what it was about. She was in but as soon as I said what it was about she became unavailable. So I asked to speak to the manager and he told me exactly what I was told to start with and that the offer was exclusive to them and not even Sky customer service would know about it.
Decided enough was enough and called Sky customer billing and asked if my account had been processed. Yes it had and it was nothing like I'd been offered, instead it was exactly as offered on Sky's website.
So I called Sky's customer services, told them what had happened and my only options were to accept the Sky website offer or cancel.
I cancelled.

Never again!
 
Back again.

Cancelled Sky. Get a phone call 2 days after offering me sky TV, HD, F1 channel and Sky Go+ for £15.66 on a rolling contract.

I recorded the whole conversation just incase they mess up again.

Well...Get a email a few hours later stating my new bill will come up to £25.XX... Call Sky and they act dumb, tell them i have it recorded and will send it them if need be.

I was then told the manager will ring me back up today after he has listened to the call from their side. Had no call but just had a email saying that Sky TV has been cancelled and if i could leave some feedback on their customer service :rolleyes:

Seriously, how is this company aloud to operate? They really need looking into, absaloute crooks. Luckily, i record pretty much everything that has to do with my money.
 
Laws should be changed on these things, for stuff like Sky, power, anything frankly any deal over the phone should legally have to either send an e-mail with the agreed upon features of the deal listed in black and white that you confirm and send back before the deal is effectively agreed to. Then with any such situation the original e-mail/deal is on the account, any deal can be read easily and no excuses can be made, with both sides having a copy of any such e-mail/contract.

This "hey we promise you one thing" then we find out 6 months later they were lying, is something you could accept as a easy enough mistake to make 25 years ago maybe when computers sucked, e-mail wasn't widespread, etc. Today, a record of deals given should be trivial to produce. Think about how many calls people go through like the OP to get something sorted. If they had a sensible system in place it would drastically reduce the volume of calls they deal with as these things can be seen in an instant and then fixed on the spot.
 
Its because you pay in advance. So say you ring up half way through the month say the 15th and your sky contract is due to end on last day of that month. You say you want to cancel the contract. More often than not they say ok and thats it. Sometimes they will try and get you to stay by offering you a reduced package. They also make you pay the remainder of your contract too.

So using the £31.85 as an example ( we got offered a same amount for everything but movies at £33 / 12 months) so first month I paid extra for being in the middle of the month then £33 thereafter. What they should also tell you (they have me every time) is that your contract starts from the day you agreed, ie the 15th. So the first month you pay £31.85 plus the cost from 15th to end of month. This is why your first month is more because you pay for the remaining days upto the current month and a full months fee.

Same with the £15.66. You will probably find the £25 is the £15.66 plus the remainder of the current month.

You always pay in advance with Sky.
 
varkanoid said:
Its because you pay in advance. So say you ring up half way through the month say the 15th and your sky contract is due to end on last day of that month. You say you want to cancel the contract. More often than not they say ok and thats it. Sometimes they will try and get you to stay by offering you a reduced package. They also make you pay the remainder of your contract too.

So using the £31.85 as an example ( we got offered a same amount for everything but movies at £33 / 12 months) so first month I paid extra for being in the middle of the month then £33 thereafter. What they should also tell you (they have me every time) is that your contract starts from the day you agreed, ie the 15th. So the first month you pay £31.85 plus the cost from 15th to end of month. This is why your first month is more because you pay for the remaining days upto the current month and a full months fee.

Same with the £15.66. You will probably find the £25 is the £15.66 plus the remainder of the current month.

You always pay in advance with Sky.
Click to expand...

No, sky just lied again. The bill would have been £25.XX every month for 6 months then gone to £31.XX.

Manager rang me up on the 24th and apologized after listening to the conversation and has now honored it.

Guess i am a bit daft to even stay to say this has now happened twice with Sky. But the variety pack + HD + F1HD and SkyGo+ for £16, i can't really turn it down.
 
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