Mis-sold by Sky - What next?

dannyboy20

Hi all, last year I was paying £35 for Sky TV, in a deal which lasted until November, then it went up to £65. I Paid this for a couple months and decided to ring Sky up to cancel.

On the phone they offered to reduce my bill to £45 if I stayed with them, which I accepted. I asked if I would be in a new contract and he said no, I can cancel any time and the price will be the same up until I cancel.

Anyway, almost 2 weeks ago I noticed a lot of my channels had stopped working. I looked at my account online and it says they have removed the Entertainments Plus package, as well as Sky 3D.

I contacted an advisor via online chat who told me that the Entertainments package had been removed and was part of the deal which I accepted. He also told me this "deal" would run out in June and then I would be paying £60+ again!

I wasn't told any of this when they offered me the deal. I was simply told everything would stay the same and nothing at all about it lasting only 3 months or so.

I emailed Sky complaints after this who hardly told me anything. They told me to ring the cancellations department to see if they can offer me a different deal.

I then posted on the Sky forums last week. They escalated the complaint and a lady from the Sky Executive Support team rang me. She told me that they need to listen to the recorded and could take up to 7 days to find it.

Today is the 8th day and she got in touch this morning. She told me they still haven't got back to her so haven't found the recording yet and will get back in touch in a couple of days when she's heard from the team looking for the recording and even then the recording might not be found.

So for almost 2 weeks i've been without channels that we watch the most (Discovery etc). And also the "deal" was due to run out in 3 months too, which I wasn't told when they offered me the deal!

It just seems i'm getting the run around, so is there any way I can escalate this further? Or is the Executive Support Team the highest I can get in touch with?

Thanks

Danny

Buzby

Not without proof. The 'he says, she says' argument proves nothing without corroboration - when calling my supplier, I always make my own recording of the call so that issues like these (should they occur) can be resolved. N need to wait for a supposed recording that probabl will never materialise.

dannyboy20

Well it doesn't look like the recording is going to materialize...

It's now the 11th day that they've been looking for this recording when I was told it will take up to 7 days. I haven't had a call or anything from them since she told me shell call me back in a couple of days, that was on Wednesday...

dannyboy20

Talk about Sky wanting to complicate things.

Got a call today from the lady dealing with my problem. She's apparently listened to the call and agreed with me that I wasn't dealt with properly. I wasn't told the "deal" would last only 3 months and I wasn't told i'd be in contract and she hasn't a clue why I was downgraded and lost channels.

But Sky being Sky can't give me the offer.

My bills have gone down from £65 to £45, but i've lost the Entertainment plus channels and 3D. This "deal" was only going to last 3 months and then my bills would have gone up to £60 (minus those channels still). None of this was explained to me when I accepted the deal, and I now have proof on the recording.

The woman dealing with this said the only way to resolve it is by giving me credit, but I still wouldn't have those channels, i'd have to upgrade to add the entertainment plus package (even though she doesn't know why i was downgraded in the first place!).

So she's told me she can offer me a lump sum of £175 credit. For 3 months my bills would be £50 and then after this my bills would be £65 per month for 9 months. I'm not sure how she got to the £175 credit but i'm guessing it was the £15 difference for 9 months, plus the extra £5 for the entertainment channels i've lost over 9 months.

It was hard working it all out whilst over the phone so i told her id ring her back after i've had a think about it. Id much prefer just having to pay £45 for the next 12 months and I get my channels back but she can't do that. Also what about the 2 weeks or so that i've been without the channels, surely I should get something back for those too, which she didn't mention?

Any idea's what I should do?

dannyboy20

Yeah i'm going to when I get home.

To be honest, i think I should get some sort of discount on my final bill because they've admitted I was mis-sold, they agree I wasn't told about a 3 month deal and agree I wasn't told id be downgraded. So i've been missing channels for over 2 weeks now so I think I should get a discount on my final bill.

Buzby

You will probably get sone discount, as charges are billed in advance. If you mention he restricted service, this should bring down the cost also, but do remember they require 30 days notice, and your billing date will also make a difference.