Sky never closed my old account and owe me 2 years worth of subscription

QWERTYOP

Hello,

Just over two years ago, I moved home. I was a Sky subscriber and rang to cancel my subsription. A few months into living in my new home, I decided to get sky again. I have recently found that Sky have never stopped taking a direct debit for my old Sky account on top of also taking a DD for my new one.

I rang Sky about this but they were extremely unhelpful. They said they couldn't find my old account even though I gave them the address and post code, and they couldn't use the agreement number I obtained from my bank to find the individual DD (most people I spoke to in the call centre didn't even know what an agreement number was). They cannot find my old account and they cannot see that the old DD is still being taken out.

I went in to my bank today and they were a lot more helpful. They said that they could obviously see both DD's going out to Sky, and that the old DD was indeed my DD from my old address and old account. But they told me that they couldn't put through an indemnity claim because as Sky apparently have no record or proof of this, it would be possible that Sky would just take the money back again!

I am at a COMPLETE loss as to what to do. Sky CLEARLY owe me a lot of money. I just want to know what i'm owed, when i'm going to get it and how.

ANY advice would be greatly appriciated. I'm tearing my hair out here and getting more and more worried that I'll never see a penny back from them.


Gary

lucylucky

I assume that you have now cancelled the DD for the "closed" account.

How does your bank know a DD was associated with a particular address? (clue - they don't)

Contact Sky again and escalate the issue until you get a successful resolution.

Oh - and do try to check your bank account more closely in future.

penrhyn

Sky should have a record of your old account, I can't understand how you didn't notice the money going out of your account for 2 years.

I suggest an email to Jeremy Darroch the MD.

jeremy.darroch@bskyb.com

QWERTYOP

Yeah I cancelled the DD today. How do I "escalate" the issue? I've been talking to them for three days and got nowhere. Always the same response. "Sorry Sir, we can't find your old account". Basically fobbing me off. It's obviously an issue which is too complex for the normal call centre guys.

QWERTYOP

penrhyn wrote: »

Sky should have a record of your old account, I can't understand how you didn't notice the money going out of your account for 2 years.

I suggest an email to Jeremy Darroch the MD.

jeremy.darroch@bskyb.com

Aye, I effed up. Can't dispute that. But that doesn't change the fact that Sky owe me a lot of money. An e-mail directly to the MD?! Wouldn't that either get, 1) ignored/thrown in the bin or 2) would take FOREVER?

lucylucky

As above you can email or keep asking to speak to someone who deals with accounts, and then keep asking to speak to their supervisor and then their supervisor and so on.

Do not get fobbed off,

lucylucky

QWERTYOP wrote: »

Aye, I effed up. Can't dispute that. But that doesn't change the fact that Sky owe me a lot of money. An e-mail directly to the MD?! Wouldn't that either get, 1) ignored/thrown in the bin or 2) would take FOREVER?

You have been paying out for two years, how long do you reckon forever will be?

If you are not going to bother trying then say goodbye to the money.

QWERTYOP

lucylucky wrote: »

As above you can email or keep asking to speak to someone who deals with accounts, and then keep asking to speak to their supervisor and then their supervisor and so on.

Do not get fobbed off,

When they basically say "we can't find your old account and we therefore can't do anything for you". It's difficult to figure out where else to go from that really!

QWERTYOP

lucylucky wrote: »

You have been paying out for two years, how long do you reckon forever will be?

If you are not going to bother trying then say goodbye to the money.

Anybody ever, or know of anybody who ever tried that?

penrhyn

They have a team to deal with complaints to the MD.

You could also try posting on https://www.skyuser.co.uk Sky employees read and contribute to the site.

Sky are also active on Twitter.

lucylucky

QWERTYOP wrote: »

When they basically say "we can't find your old account and we therefore can't do anything for you". It's difficult to figure out where else to go from that really!

Ask to speak to a grown up then who can help you.