Amazing Sky Rip Off

NotHappyChappy

Please help, I am being ripped off by Sky.

I was a long time Sky customer and had Sky+, one multiroom, Sports1, ESPN and Entertainment and was paying £59 per month. I very rarely watched sport and wasn't making use of my subscription.

I purchased a new 3D TV and gave my daughter my old one for her bedroom We decided to cancel Sky and use Freeview in each room plus Blueray rental for occasional 3d on the new TV. I phoned Sky to cancel and was pestered by a lady in retentions to stay. She asked what could persuade me to stay. I said 3D channel and an extra multiroom plus a lower monthly price. She made several offers that I rejected because I was genuinely happy to cancel. Her final offer was HD, 3D which meant I got Sport and full entertainment pack and extra multiroom for £49 per month. In addition, I had to pay £30 instalation and cancel ESPN.

When it was installed I tried the Sports and 3D and found they weren't working. I phoned Sky and was told these weren't included in my package. I explained what I had signed up to and was told the notes on my account do not reflect this. To make matters worse I was told my monthly cost had been agreed at £68 per month not £49. I am now paying £19 per month more than agreed and don't have the channels I was promised.

I complained by phone and was told to complain in writing and ask for the recorded call to be listened to. They originally said they couldn't find the call. I phoned 9 further times and was eventually told it was Glasgow S7 call centre that sold the package and their manager had listened to the call. The manager said the call showed they were right and I had to continue to pay £68. This was a complete lie so I requested a transcript of the call. I was then told that the call had now been lost so I couldn't have it and it can't be listened to again.

I tried to cancel but have been told I now have 11 months of a new 12 month contract remaining and can't cancel.

Please help. Where can I go from here. I've ended up paying more per month for less channels and stuck on a 12 month contract.

Thanks

5lugger

I would suggest writing to Sky, setting down the facts as you have described.

My own experience of Sky was something similiar, had been with them for years with no problems. Changed bank account, advised Sky payment would change (they confirmed they had new info) they then started chasing me for monies owed when the old direct debit was cancelled.

Everytime I spoke to them they acknowledged something had gone wrong & said would be put right, even gave credit on account etc, but problems carried on, even got cut off during an episode of 24!!!

Ended up leaving and moving to Virgin, sent Sky a letter detailing the problems explaining why I was off. It seemed only once it was down on paper that they really understood what went wrong.

So, whilst it might seem easier to try to resolve on the phone I suspect a letter will resolve for you.

Best of Luck!!!

marywooyeah

oh thats awful! make sure you don't let it drop, £68 is a fortune! I'd threaten to contact watchdog if they continue to play hardball.

NotHappyChappy

Thanks for the comments. I have done it in writing 3 times. The reply to the 1st letter apologised but didn't answer my complaint. The reply to the 2nd letter said they would get someone to listen to the call. I chased this by phone and was told manager at Glasgow had listened to the call and I was wrong. I wrote a third time to dispute again and ask for a call transcript and was told call is now lost and there is nothing more that can be done because I'm in a 12 month contract.

5lugger wrote: »

I would suggest writing to Sky, setting down the facts as you have described.

My own experience of Sky was something similiar, had been with them for years with no problems. Changed bank account, advised Sky payment would change (they confirmed they had new info) they then started chasing me for monies owed when the old direct debit was cancelled.

Everytime I spoke to them they acknowledged something had gone wrong & said would be put right, even gave credit on account etc, but problems carried on, even got cut off during an episode of 24!!!

Ended up leaving and moving to Virgin, sent Sky a letter detailing the problems explaining why I was off. It seemed only once it was down on paper that they really understood what went wrong.

So, whilst it might seem easier to try to resolve on the phone I suspect a letter will resolve for you.

Best of Luck!!!

robredz

Try threatening them with Trading standards, and Watchdog,

jem16

NotHappyChappy wrote: »

Thanks for the comments. I have done it in writing 3 times. The reply to the 1st letter apologised but didn't answer my complaint. The reply to the 2nd letter said they would get someone to listen to the call. I chased this by phone and was told manager at Glasgow had listened to the call and I was wrong. I wrote a third time to dispute again and ask for a call transcript and was told call is now lost and there is nothing more that can be done because I'm in a 12 month contract.

Best person to contact is Jeremy Darroch by email jeremy.darroch@bskyb.com.

Politely explain all that has happened and you should be contacted by his executive complaints department.

spike7451

marywooyeah wrote: »

oh thats awful! make sure you don't let it drop, £68 is a fortune! I'd threaten to contact watchdog if they continue to play hardball.

A neighbour of mine recently bought a 3D TV & upgraded the package to get the 3D,He haggled & was only given £5 a month off when he cancelled MUTV,so he didn't gain anything.
Looking at what he got for that extra money,the 3D is a complete waste of money just to get one channel imo.

davemurgatroyd

there is either a serious miscommunication between the OP and Sky CS or a misunderstanding by the OP as the 3D pack is NOT available (and cannot be activated on their system) with the options quoted in the OP - as the 3D requires a full Sky World HD subscription including the Movie packs due to the mixture of content shown on the 3D channel..

Moneymaker

I can't help with your current situation but let this stand as a warning to others. Do as I did: When you decide to cancel, do it in writing and instruct them NOT to call you because your decision is final.

pipsqueak41

I am currently in an argument with Sky about cancellation. I emailed them via a link on their website which was specifically for cancelling services. That was in october. In January I was contacted by a debt collection agency asking for payment of two outstanding months. I complained that Sky had not contacted me since I cancelled, but paid on the basis that that was my final bill with Sky, which the debt collection agent said it was, according to his papers. I have since received another final account bill from Sky. I have written to them telling them I am not paying. They claim that they have to discuss cancellations so they can assist with transfer to alternative providers. I have told them that was not necessary - i am perfectly capable of arranging another provider - and nor was it a legal requirement for them to do that - my cancellation was all that was required and i will not pay any more money. I await their reply. So, even cancelling in writing will not do it for Sky - they want to get you on the phone and persuade you to stay.

Mancunian

Stop dealing with the chimps mate.

Bang an email addressed to:-

Jeremy.Darroch@sky.com
jeremy.darroch@bskyb.com
jeremy.darroch@bskyb.com

Did the three myself because I wasn't sure of the address but got a same day call and resolution from the executive complaint team.


In the unlikely event of you still having a complaint then look up the governing body:-

http://www.ombudsman-services.org/communications.html

I know it used to cost the companies £400 back in the day if a complaint got to them.