Sky took payment from a cancelled account.

Stand_my_ground

OK. New here.

We all know Sky's customer service can be, shall I say, indifferent. But this one has taken an all new twist and I would like to know where I stand legally.

The story begins on July 7 of this year. I arrive home and file through the post and see my bank statement. Now I, like most of you, open it and cry how much you don't have in the bank, but that day I sifted through and saw that I was paying Sky £53 per month. This is telly, not my gas bill! Cancelled with 30 days notice.

I phone Sky to cancel. My kids are now out all the time in the Summer and we never watch the movies. My wife's planner consists of BBC ITV and C4 stuff anyway. The typical 'this is what you'll be missing' blurb ensues. Thankyou but no thankyou entails.

On July 15th, a representative from Sky's cancellation team calls me to make me an offer to stay with them. From what I have read, 50% seems the standard fair of a price reduction for 12 months. He almost got me to stay. In typical sales fashion he told me it was a 'no-brainer', of which, I declined the offer in an instant. He then proceeded to say that I would not get another offer like that again, blah blah, no discounts, blah blah, you have to take that offer because if you have to think about it the offer will not stand, blah blah. Really makes you want to do business with them now doesn't it?

Fast forward to 7 August.
I amazingly check my bank statement. Why? I have no idea. Bizarre sixth sense taking over.
Sky takes out £53!! Surely you pay for Sky up front. My mistake?
I ring up complaints, but there is no complaints department (?), so I get put through to cancellations. Lovely lady on the other end of the phone looks at my account and pauses. She politely states that she has to speak to her manager because something is amiss.
While waiting I log into my (ex) Sky account and immediately put 2 and 2 together.

My Sky account, that was cancelled on the 7th July, had been reactivated in the 15 July. Subsequently, £53 jumps from my bank account on 6 August
The lovely lady in cancellations has said that a manager will take this up and put the money back in my account.
Is this good enough?
What about the 58 mins at 8p per minute it costs to call them?
Is it illegal to do this to my account and the direct debit mandate? As I never gave permission for them to do this.

Thanks in advance

talktalktobt

In terms of legality this would need to be settled by a court. As they have refunded the money promptly, and it seems like it was a genuine error I don't think any case would succeed.

I assume you called an 0344 number as these are now Sky's standard numbers. These cost (by law) the same as an 01 or 02 number and are normally included in call bundles. I would be surprised if you were given a refund for this.

What I would do:
Write to Sky and explain the situation logically and formally. State that although you have received a refund you find the situation to be unsatisfactory. Point out you additional costs incurred (and include proof). Ask for a full explanation of what happened.
I would be surprised if you don't receive a small goodwill gesture - but they wouldn't have to do this.

If you wish to take this further - you would need to write a formal complaint and head it as such.

VisionMan

I cancelled Sky and they continued to take the money out of my bank account for four months. My own stupid fault for not checking my DD's. Ten calls (and six times they put the phone down) and 3 months later they gave me my money back.

They don't have a Complaints Dpt, apparently. Which must be why their customer service levels are so high in the published worst C.S. comparison tables.

Buzby

Yes, they have a complaints department. You just cannot call them, your complaint is escalated and they call you.

VisionMan

Buzby wrote: »

Yes, they have a complaints department. You just cannot call them, your complaint is escalated and they call you.

Really? I didn't know that. Well, I wouldn't based on my experience -

Me -"I'm not happy and want to make a complaint."

Advisor - "Yeah, right."Click, duhhhhhhhhh.....

talktalktobt

Sky have a complaints process where you can call and make a complaint, as long as you tell them that you are not satisfied with the attempted resolution after the initial phonecall it will remain 'unresolved' on the system and be escalated. If you don't state you are unhapy it is likely that the operator will assume that they resolved the complaint.

I always put complaints in writing. I like to take a measured approach void of emotion and writing gives me this opportunity.I may be old fashioned too - I like a paper trail!

Dear sir,

Complaint

I am writing to inform you of my unhappiness regarding...

Leaves nothing to interpretation.

Stand_my_ground

Well .......

addenedum to this story:

While a customer service rep said that my money would be paid back into my account by a manager, no money showed up.

A 'well-heeled' cs rep then tries spinning it to the company's advantage. His manager comes on the phone and I reiterate to him that the kid on the 16th July reinstated my account WITHOUT my consent. Thus, payments are made to the company illegally. Someone physically changed the account.

I asked him to make the payment back onto my account. No more, no less. He says he cannot do it as the cycle for monthly payments is on the 22nd August and I have to wait 3-5 days after that.
Listening to this, I inform him I want it in writing that there is no other physical way that Sky could put the money into my account. He refused.
I own my own company and this is not about 53 quid. It is solely based on Customer Service, or lack of it. Clearly I state to him that if he can not give me it in writing that there is no other way Sky cannot pay the money back before the 22nd August, then there must be someone else who can put it to me in writing .... or pay me. I am the boss of my company and if someone needs paying because of our mistake ..... I make the decision, I put it in writing .... I PAY IT THERE AND THEN.

His final answer ...... now get this, I will try to be as Verbatim as possible.

"The quickest way to get your money back would be to go to your bank and get them to do a direct debit reversal through the direct debit guarantee"

"So I refuse to take a deal from your cancellations team.
Because of this he reinstates my account and direct debit, without my permission (legal? gets his commission?).
No red flags go up on your side.
I notice the money comes out.
I ring up 3 times. Differing stories as to how my money comes back.
A final answer of 'we're sorry for taking your money (illegally) but we can pay you 3-5 working days after the 22nd August.'
If you don't want to wait for Sky to pay back money that Sky can only give you on a monthly cycle, then I have to make time and go do it myself."

"Yes"

"No wonder people are leaving Sky in droves. No, wait, I left and STILL got charged. I would thank you for your time, but this is another 40 minutes on the phone to Sky that I will never get back"

talktalktobt

No wonder people are leaving Sky in droves.

I don't think that is quite true - an I would advise using emotive statements like this when making complaints as it can detract from your very valid issue.

I would recommend putting your complaints in writing (by either email or letter) - it is my belief that you get a better response as you are less likely to be dealing with people who have time-related targets.

From reading what you have written your main frustration is with the fact that the refund will be shortly after August 22nd and this is due to their billing cycle. I understand the frustration and agree with you that it is not the most customer centric thing. That being said, most utilities and subscription-based industries used billing cycles - my gym uses it and had to wait a month for them to fix there billing error.

The last company I had a problem with was Npower - they refunded me by cheque, but that did take about a month to receive. Would Sky be willing to send a cheque?

McKneff

For future reference for anyone who wants it,


SKY FREEPHONE NUMBER. This has saved me a fortune over the years




0800 096 3624

Stand_my_ground

talktalktobt

It's not about the money, it is solely the principle of errors being made and not rectifying them to a customer's (or non-customer's) satisfaction.

My friend just joined Sky with an offer for a new customer of 50% off for 12 months, with £100 vouchers.
£25 'activation'

He ordered it to be installed onto the new house he was moving into.
They royally screwed it up and somehow cancelled his order. They 'reinstated' his order but he had to pay the £25 again. They would refund the original £25 instantly. They did. Next day it was in his account.
Ironically he's laughing at me now

My point? The money can be put back by the right people, instantly. If I was a customer, I wouldn't be that bothered about an error as it could be catered for on future bills.
But as it stands, I am not a customer anymore and it does seem that customer service reps/managers don't want to 'look' for the right people as it could affect bonuses/commissions/HR/black marks/health and safety/gold stars etc.,etc.,

The only loser that ever seems to be affected is the customer

VisionMan

Stand_my_ground wrote: »

I am not a customer anymore

You've just summed it up.