Going crazy trying to cancel Sky

Ihateconmen_2

Hi all,

On Wednesday I spent nearly all day on the phone trying to get through to someone to cancel my Sky package. After not being able to get through I tried to cancel via their 'Live Chat' system and was told (after the operater wasted 10 minutes of my time) that I could not cancel via online chat because I don't have some security details set up (that they've never asked me for). So I resorted to emailing them (through their online system) which requests a call-back from them to discuss the cancellation. By Saturday I still had not received the call, so I emailed again. This morning I received an email from them claiming that they'd tried to call me on 2 separate occasions, which I know to be a lie because they only have my mobile number, so if it were true I'd have 2 missed calls, which I don't.

It seems to me they are blatantly and unashamedly ignoring my cancellation requests so they can keep taking my money for as long as possible, and I'm getting REALLY angry now. I refuse to spend any more of my money hanging around on the phone trying to get through to their customer service team who never seem to pick up the phone. I've asked via live chat for a contact email address to make a formal complaint, but was told they 'recently removed the email option'. They clearly don't want customers to be able to contact via any means that we can keep a record of. And it's all just getting me more and more wound up. My Sky box hasn't been connected for weeks and I'm no longer living at the address where it was connected, so I've now cancelled my direct debit with my bank so that they can't keep taking my money for a service I'm not using but that they won't let me cancel. (I'm well beyond my intital contract period with them)

I guess what I really want to know is:

a) does anyone know the best method to make a formal complaint to Sky, and can anyone provide a working email address or postal address for them,

and b) considering the fact that I've requested cancellation from them on no less than 3 occasions, can they still record a bad debt in my name from me cancelling the direct debit?


I'd really appreciate any help on this one as I'm just getting far too angry for words, thanks.

DevCoder

Do not cancel your direct debit, they will probably just request the bank to re-open it anyway.

Cancelling direct debits is always a bad thing to do.

Not quite sure you couldn't find this, its the first google hit for " sky complaints"

http://help.sky.com/articles/how-to-make-a-complaint

Ihateconmen_2

The direct debit is already cancelled, and I shall be contacting my bank telling them not to respond to any requests to reopen it. They are absolutely not taking any more of my money just because they are refusing to cancel my services.

That link doesn't work. Neither does half of the Sky website when I go on it to try sort things out.

Kurtis_Blue

Just send a letter or email with your account number and full address details.
As you need to give 30 days notice you should have a final bill coming you may pay more if it is not paid via DD.

[Deleted User]

Ihateconmen wrote: »

The direct debit is already cancelled, and I shall be contacting my bank telling them not to respond to any requests to reopen it

You are unwise to proceed with this action which is only likely to end up with court proceedings for unpaid debt and your credit rating being trashed.

You have to give one month's notice before you quit anyhow.

mije1983

Ihateconmen wrote: »

That link doesn't work. Neither does half of the Sky website when I go on it to try sort things out.

You should try a different browser then. I've just clicked on it in both FF and IE and it worked fine.

By post

Write to:
Customer Complaints
Sky Subscriber Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

As above though, cancellng the DD is definitely not the way to go if you value your credit rating!

[Deleted User]

Ihateconmen wrote: »

That link doesn't work.

Works fine for me. Try it again:
http://help.sky.com/articles/how-to-make-a-complaint

DevCoder

Not sure what other browsers to use, you did IE and FF, I did Safari, Opera and Chrome. Think we just about covered every major browser

Ihateconmen_2

It's funny how everyone always warns so much not to cancel direct debits, yet I've always done it when I've been unable to cancel any subscription or service and I've never had any issues in regards to bad debts, my credit file etc etc. Yes, we are required to give a months notice, but the payment is taken in advance, so it has already been taken for the month, so there will be no final payment owing.

[Deleted User]

Ihateconmen wrote: »

Yes, we are required to give a months notice, but the payment is taken in advance, so it has already been taken for the month, so there will be no final payment owing.

But, as you have yet to give any such notice, the NEXT month's payment will become due and unpaid. You really are on a collision course with a whole load of problems which you will have caused yourself.

Just reinstate the Direct Debit and write them a letter to the address provided above. Your account will cease a month after the letter is received.

Ihateconmen_2

I came here because I thought people had more knowledge than me, clearly I was wrong!