SKY: Account Suspended - Unable to Cancel

Mancunian

We have a major billing problem with the account and a complaint was raised (but not acted upon!) and we were told to stop the direct debit by customer service.

The account has 'just' been suspended as the amount owed is in dispute.

As we are very disgruntled we will be cancelling the account and called to give the 30 days notice to cancel.

I have now been told by two advisors (inc cancellations) that the account cancellation notice cannot be actioned while the account is suspended.

This sounds completely crazy, anyone any knowledge or experience of this?

Inflatable_Armadillo

Mancunian wrote: »

We have a major billing problem with the account and a complaint was raised (but not acted upon!) and we were told to stop the direct debit by customer service.

The account has 'just' been suspended as the amount owed is in dispute.

As we are very disgruntled we will be cancelling the account and called to give the 30 days notice to cancel.

I have now been told by two advisors (inc cancellations) that the account cancellation notice cannot be actioned while the account is suspended.

This sounds completely crazy, anyone any knowledge or experience of this?

As I understand it they have suspended your account payments, but not your actual Sky Services? The reason they have suspended your payments is that they would like time to investigate and resolve your dispute with them and it sounds like you have had major issues? i have understood that correctly?

Given that they you say this suspension has just happened, how long are they telling you it will take to resolve your issues?

I can see Sky's logic here, even if they have mucked up big time! They have not suspended your service, just payments, not with-standing that they probably owe you money (hence your complaints), they want to be given chance to rectify your issues and come up with a resolution.

Given that if Sky agree that they have made some massive errors (and it does happen) then they are also likely to not only give you your money back, they are likely to make you a very good offer by way of compensation.

As such, I am not sure why at this stage you are so eager to give them 30 days notice to quit when you might get an offer you really might regret turning down when the sort out your problems! If they have mucked up the chances are they will make you a good offer and then if you want to leave I suspect they will waive the 30 days notice anyway and let you quit.

Mancunian

thanks Inflatable Armadillo

suspended service too!

advised (by them!) their was a billing error while on the call on 13th Dec.

nothing heard and raised again on 24th Dec.

tv off yesterday 16th Jan.

Dontknowanymore

I had the same with Virgin, I told them to kiss my proverbial.

spike7451

It's the way Sky's SMS system,Chordiant works.If the is a negative balance on the account,it effectivly locks until the amount is cleared & a valid direct debit is set up,the only thing that can be done is notes added to the account & payments processed.As it was explained to me when I started at Sky,it's a sort of anti-fraud measure.

Inflatable_Armadillo

Mancunian wrote: »

thanks Inflatable Armadillo

suspended service too!

advised (by them!) their was a billing error while on the call on 13th Dec.

nothing heard and raised again on 24th Dec.

tv off yesterday 16th Jan.

In that case, then I think this is just legal & contract semantics. If they have suspended your services as well then you have, in effect, already have termination of your contract, so the 30 days notice is a red herring! You have stopped paying them (for good reason it seems) and they have turned off your services. Hopefully, they will come crawling back with an, opps, sorry, made a big mess of that... we will turn you back on and make you a revised offer going forward by way of compensation.

If they claim that they haven't made a mess of things then I suspect they would just keep you switched off and that would be that, contract terminated by them without notice. I doubt they would bother coming after you if they claimed they owed them more money... it is not usually worth the effort.

Of course, if they claim they haven't made any errors and they don't give you your money then you might have to take action against them on a small claims track.

I think you just need to wait for Sky to make the next move, of chase them to make that move if they owe you money.

Inflatable_Armadillo

Mancunian wrote: »

thanks Inflatable Armadillo

suspended service too!

advised (by them!) their was a billing error while on the call on 13th Dec.

nothing heard and raised again on 24th Dec.

tv off yesterday 16th Jan.

Can you give us some more background on your actual problem with Sky?

Mancunian

thanks, but its just a compete mess