Sky TV have breached there verbal contract

hannyid

Hi

Not sure if I am in the right here?
2 months ago I phoned to cancel, I was offered a ok deal so I decided to stay. I already had a 20% discount on entertainment but that was it. what I really wanted was sky sports but obviously it was so overpriced I didnt want to pay the full amount. So I was offered half price entertainment extra including my 20% and sky sports added on to my existing package so in total it came round to about £30 a month for entertainment extra and sports which I thought was manageable, I went through it with the agent and she gave me a break down of my monthly payments for 12 months.. great! I know what i am paying each month, it was something like £30 a month and then rises to £37 in February, this is when my existing 20% off deal ends. It was all written down and went through it twice with her.

When my bill arrived later it showed £37 so I phoned up gain after about 40mins another agent said "oh she must of put 2 deals together, we cant do this" so now my 20% off is not on there, the original agent gave me false pricing. The second phone call said that nothing can be done.. so I wrote a letter to sky complaints explaining that this should be rectified and I should be honoured with the deal I was given or a deal that is similar that adds to the same amount and I said that my bill should be credited with the overpayments and they should track back and listen to my phone calls.

Anyway got a letter back saying that they have tried to contact me, this is rubbish as there has been no form of contact at all, no missed calls,email etc etc and I was asked to phone them back. But I'm so fed up with phoning and explaining to an agent that really can not help me so I wrote another letter and Im still waiting a reply 2 weeks later.

Am I right to think that I should be honoured with the amount i was offered and its a breach of a verbal contract?after all I was given a breakdown and I could of incurred bank charges as I was over charged. Im still paying the full amount at the moment until my complaint has been sorted.

Thanks for reading if you have got this far, I hope its a little clear on what im trying to say

cifpower

When you changed your subscription, did you receive a letter from Sky or did you check your online billing?

hannyid

I received no letter, I just checked my online billing.... but surely they can check my conversation on the date I upgraded.

cifpower

Its basically a he said/she said situation. It could be argued your perception of the conversation is different to the reality and, as you have no written proof of what was said, you can't argue your case very effectively.

hannyid

But they do record there calls, the agent is in the wrong and they have been over charging me to the agreement I have been given. I will wait and see if i get a reply hopefully i will have some good news!

cifpower

You can make a subject access request to get recording of the phone calls for a fee of £10

ServiceFairy

I had a similar issue - I advised that the deal I was offered was on XX date and that I wanted the call listened to.

After much to-ing and fro-ing I managed to get the deal honoured that I was offered.

However, be careful that they have not tied you into a 12month contract as they had for me!!!!

Good luck, and keep at it, eventually they will have to change their business model as all they seem to do is generate complaints!

Buzby

No - a SAR gives you no rights to audio recordings, the best you might get would be a transcript - assuming the data was still accessible. However, you would gave to be very naive to believe that any third party would routinely provide you with any evidence of their wrongdoing.

They record calls for their purposes not yours. This is why I record all my own calls with call centres. I wouldn't trust them as far as I could throw them, but when I gave a dispute.... I send the transcript!