advice needed - being overcharged by sky and they don't care

jemw

I'm being overcharged by Sky -

I have spoken to their call centre to no avail and they have told me to send a complaint via their website communications channel - this is what I have sent.

I would like to log a formal complaint and have been informed to do so by your Call Centre via this Internet Contact Us facility.

When signing up for my Sky agreement in December 2007, I was offered a package of three services for £26. When going through the paperwork for this agreement, the sales agent <AGENT NAME AND EMPLOYEE NUMBER> explained that as my property was too far away from the Exchange Server, I would not be eligible for the internet element of the 3 for £26 package and would have to pay £17 per month for internet usage.

I explained that I was not prepared to pay this amount and would therefore not proceed with the agreement.

As a result, <SALES AGENT> agreed to offer the Internet element of the package to me for an additional £5 per month, instead of £17 per month. He explained that this would be until the Exchange Server is upgraded and a different broadband connection would be available. I agreed to this, and <SALES AGENT> wrote the confirmation number of this authorised discount on my paperwork. This confirmation number is <NUMBER>.

After receiving paperwork in December confirming that my payments would be £45 per month, I called to re-confirm that the Internet charge would be reduced to £5. The gentleman I spoke to at this point (I did not note his name), confirmed that this would be the case, following me giving him the reference number quoted above.

I have since discovered that I have been paying £17 per month for the internet connection - you have been collecting this inflated payment without my consent or permission.

Therefore, I would like a refund of the additional £12 you have been collecting from me without my prior knowledge or consent for the months that this payment has been collected. In addiiton, I expect the original agreement to be honoured. Should this not be the case, I will be cancelling my entire contract with Sky, as I did not agree to these payments.

I look forward to your speedy reply.

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I'm concerned because when speaking to the call centre they said that this confirmation number did not mean anything and that i had already had one month full package (all channels, films and sports) at a reduced cost and free broadband installation. These were simply the offers that I was offered at the time, not something I bartered for. They also said I am not able to cancel my subscription because I entered a 12 month contract? I know I agreed to 12 months, but not based on the price they are charging me???

Does anyone have any idea if I have a leg to stand on? I obviously can't prove he wrote this confirmation number on my paperwork and that I didn't make it up myself. Can anyone help? What else should I do?

pinkshoes

Did you send the above letter recorded delivery?

Do you have the dates and times of the phone calls where the £5 a month instead of £17 was agreed on both occasions?

If they don't agree to refund the £12 a month (December - it's now AUGUST!! Do you not check your bank statements - if not, then start checking them!), then write again (always write, always recorded delivery), and give them one last chance to refund you within 14 days, otherwise you'll be complaining to trading standards