Sky won't let me cancel!!!Please help!!!

joey_2

I don't know what to do honestly I want to cry I have had enough of this!
I phoned Sky on 27th Nov and cancelled so with 30 days notice it should have ended 26th Dec.
Phoned up to pay my last bill on 1st Dec (which paid from 1/12 - 31/12) and was told they had no record of my cancellation so I cancelled again to be cut off on 31st Dec.
Because they had messed us around once I got oh to phone them the next day to check and they said yep it will be turned off on 31st Dec.
Got a bill for £52.60 on 17Dec (even though we'd payed up to the end)- this bill was supposed to pay for Dec(which we'd payed) and up to end of Jan so we phoned up again and they first said there was no record of our cancelling and finally they "found" a record and said yep it will be off on 31st Dec.
Phoned again to check the next day 22nd again there was no record, again they eventually found a record and agreed with us it would be cut off 31st Dec.
Got a letter saying will be cancelled end of Jan so phoned 29th Dec and was told yep there is a record of your cancellation you will be turned off 31st Dec.
Still on today so I've just phoned up to be told we will be cancelled on 22nd Jan and there is no record of anything else????????? The man I just spoke to said he can't do anything except send paperwork to his supervisor explaining the situation, no answers no apologies nothing can't send me any paperwork to prove that I spoke to him cos I know next time I phone they will say there is no record of me phoning AAAAAAGHHHH!!!!


Somebody please please help - what do I do now?

smudger1964

You could try sending them a recorded delivery letter telling them you want to cancel .You would then have proof that you told them you have cancelled or it seems you may keep going round and round with their call centre and you will still be paying this time next year.

TheTrueKing

Did you specifically ask for the retentions/cancellations dept?

joey_2

Hi, yes I could send a recorded letter but !!!!!! why should they get away with it and why should I have to cancel again from another date and so keep paying? I want to be cancelled from the 31st Dec I don't want to pay any more why should I?????
Yes I did speak to cancellations/turnaround.
Oh is trying to phone at work today so we'll see what they say to him and I've told him to get an address to complain to not that I think that will do anything.
We are members of the local c.a.b type place so as soon as they are open will get them to phone up for us maybe they can help.

ethansmum

I phoned and cancelled on 10 December- with the 30 days notice, it runs until 10th January. We pay by direct debit so I cancelled that, so theres no way they can take anymore money. However I did get a letter a couple of days after phoning, reminding me of the cut off date. I personally would write a letter confirming that you cancelled x number of times and that you will not be paying any more money to them because you have fully paid up.

OverlandLandy

Check your phone bill for the exact time and date of the call that you made to them - phone them back with this info (and the name of the person you spoke to if you have it?). Ask them to check their calls - they record them so will be able to check.

In reality they will probably just back down - be insistant and assertive....forceful, but not rude and you usually get what you want. If they refuse to check - remind them that they have a duty under the data protection act to release the information to you (this may cost you £10 or so....but will cost them a lot more in time/effort)....


Good Luck

TheTrueKing

I thought it was some calls are recorded not all

Ivrytwr3

Why didn't you get a persons name and a reference number regarding your conversation? That's what i do and just save the details to the notepad or a word doc on your pc and if there are problmes you have your record you can refer back to.

Epiphone

The calls will have been recorded. Email (I think) james@bsyb.com (you might have to Google for that correct address) and ask him to look into this for you.

magyar

Epiphone wrote:

The calls will have been recorded. Email (I think) james@bsyb.com (you might have to Google for that correct address) and ask him to look into this for you.

It's james.murdoch@bskyb.com.

gyzmo

Ivrytwr3 wrote:

Why didn't you get a persons name and a reference number regarding your conversation? That's what i do and just save the details to the notepad or a word doc on your pc and if there are problmes you have your record you can refer back to.

You would think this would be ideal, but invariably it doesn't always work. There is nothing to stop an advisor giving a false name, and not entering anything on the system so they are usually untraceable. I could give you more horror stories but that wont help.

i have known many call centre workers do this (and they are usually the ones that get promoted).