Is the only option to sue SKY?

Principles

Hi

I have a dispute that originally involved a Direct Debit that went wrong between my credit card and SKY in June, a synopsis is that Sky say EGG 'chargedback' a months subscription but both EGG and Mastercard could find no evidence of this.

Sky subsequently rolled over an overdue amount onto my next bill and took it again at which point I provided all the evidence to EGG who agreed I had been charged twice for 1 of the months and raised a dispute to recover the money. A month later SKY said that this 'second' chargeback was for double the amount that was actually taken which was proven by Mastercard!! They applied this again to my account which resulted in my Sky service getting de-activated and a letter demanding payment was sent out.

I have all the transactions and written confirmation from both EGG and Mastercard as proof that SKY have messed up but due to Data Protection they cant discuss this directly with SKY and the FSA can only adjudicate on the actions of EGG and Mastercard as THERE IS NO OMBUDSMAN FOR PAY-TV other than TV content (which is scandalous!!)


For months I have been explaining the situation and where SKY are wrong (they have also acted outside of the Mastercard Regulations by not disputing the 'supposed' chargeback(s) directly with Mastercard but instead just adding it as an outstanding amount on my account) eachtime they are so incompetent to understand, I finally got the contact details of the Escalated Complaints at SKY and they are equally as incompetent, SKY will not let you speak to accounts, they are arrogant in the extreme!!
:mad:

What should I do?

Chimpofdoom

Well I would argue that this should of been posted in consumer rights, however..

How have you been dealing with sky? Letters/phone?

Principles

Letters, endless calls and emails

Principles

BTW if a moderator thinks this should be in consumer rights section and wants to move it then go ahead (sorry)

Chimpofdoom

Ok, have you provided proof (via photo copies of statements per example) of all the transactions that have occurred between yourself and sky?

Like you show a statement to show that you paid sky x amount on months x,y,z etc etc?

Principles

I haven't given Sky the actual statements themselves but I have sent EGG's investigations of the debated payments as requested by Sky.

They just refuse to admit that they might be wrong and them seeing the statements wouldn't change things. Besides the first debated issue was a chargeback that both EGG and Mastercard say didn't exist, so how can I prove a negative, it like looking through Iraq for WMD!

Chimpofdoom

Principles wrote: »

I haven't given Sky the actual statements themselves but I have sent EGG's investigations of the debated payments as requested by Sky.

They just refuse to admit that they might be wrong and them seeing the statements wouldn't change things. Besides the first debated issue was a chargeback that both EGG and Mastercard say didn't exist, so how can I prove a negative, it like looking through Iraq for WMD!

Hmm yeah it is a tricky situation to be fair.

Well then the other side of the coin is to get sky to prove the chargeback I guess? If Egg and mastercard are both saying it didn't exist, then sky need to prove that it did and that it was on your account.

You should send photo copies of the statements (make sure you edit out everything unrelated to this), include a photocopy/print of eggs/mastercards report and send it recorded delivery to sky requesting that they prove that you were wrong?

I could be wrong in this advice, my head admittedly isn't 100% and I'm at work :rotfl:

Principles

Yes Chimp I agree with your sentiment but the problem is that they pretty much are doing as they please, and have absolutely no transparency.
The issue is that they don't see anything other than what their statement supposedly says and because there is no ombudsman to force them to act they don't seem to be addressing it (the cynic in me might come to the conclusion that is EXACTLY why they do it....by rights they shouldn't even have just applied a sum that they believed was taken in error by Mastercard, if they disputed it they should have raised a dispute with Mastercard...they did not, they disgust me)

Furthermore at every opportunity they refused to acknowledge that another level of complaint existed when I was originally tackling it with customer services, it was actually a phone number on the net that showed that an 'Esculated Complaints' department existed, even then they will only act as intermediary between myself the Sky accounts department, with the person in question not understanding what she is talking about!!)

Principles

Thank you for moving the thread

kwaks

Ok, let me get this right.

Your direct debit for your sky to egg messed up, meaning sky did not recieve the money. Egg/Mastercard say there was no chargeback done.

I assume your statements show the money leaving your egg card, but do not show it returning?

Sky say they never got any money.

Am I understanding this right?

Principles

Hi Kwaks.
Yes. In the first instance Sky took the payment as usual, then they said Egg for some reason took the payment back (chargeback), something which Egg refutes and Mastercard says they don't see it in their records.
The second issue was after Sky then took the money again in the next bill, Egg realised they had taken the charge incorrectly (as the chargeback wasnt on the account) and took the sum back (£54.70), however Sky then charged my sky account for a further £94.45 saying that was the sum they took on the 'second' chargeback, which again both Egg and Mastercard have said was only £54.70.