Leaving Sky and Over Charged

Charlesstunts

I'm a landlord and after many years with Sky I decided to switch supplier for Broadband and Internet. I gave notice in writing via the online chat option on the 1st of Oct giving 31 days notice. In December I noticed that Sky had continued to take the following 2 months instalments so I cancelled the Direct Debit and wrote to them reminding them that I'd given written notice and wanted the overpayment returned to my account. Rather than get an apology I received demanding emails requesting January's payment and additional penalties for cancelling the direct debit. So I reminded them about the notice I gave them and they denied they'd ever received it! So I provided the screen shot of the notice and their written acknowledgment that they'd received it. You would think it would stop there but then the fun and games began. I got a phone call from their customer service department stating that (and I quote) "Because you didn't speak to someone in the department it doesn't actually count" Honestly if there's one thing that makes my blood boil it's employees like this who think your stupid and would fall for anything. So I told him I was ending the conversation there and if that was the company's position then I'd seek legal action. To add insult to injury I'm currently in Canada so it costs me £1/min to talk to them plus the 8 hr time difference means they wake me up in the middle of the night to discuss this. Or verify who I am for security purposes! I have told them I'm in Canada and phone calls after 4pm GMT are preferred. They have yet to acknowledge the notice or that they have overcharged me but think somehow I can be persuaded to return to them as a customer. Really it's theft plane and simple I've half a mind to Sue them in small claims court for the limit of £5K for punitive damages but due divergence means I should go through their grievance procedure or Trading Standards.

wongataa

If you wanted to change your broadband supplier form Sky to another supplier you did it wrong.  You do not contact the current supplier and cancel, you just sign up with the new supplier and they do all the work - assuming you are changing to a supplier who also uses the Openreach network.

In any event never just cancel the direct debit.  It will just cause problems if there is an issue as you have found out.  Leave the DD in place until the issue is sorted out and the required money paid/refunded.

Flash32

As wongataa has mentioned, the switching process is now a push process from the new provider.  You just sign up with the new provider and they will do the work.  If you cancel the DD without agreement, you risk a mark on your credit history, which may make credit more difficult to get in the future. 

There is no concept of "punitive damages" in UK law.  The Small Claims Court is now Moneyclaim online https://www.moneyclaim.gov.uk but you will only be able to claim what you have reasonably lost, plus a notional interest - nothing punitive.

As you have gone this far down the line, why not try writing a formal letter of complaint to their head office, mentioning the detail and telling them that if you do not receive a satisfactory resolution in 8 weeks you will take the matter to the Communications Ombudsman, whose decision they have to abide by.  Keep it polite and factual. 

For the future, Sky usually respond very well to polite haggling - done it myself loads of times and you can get a really good deal.

james_smitha

Try skype, calls to landlines are not worth the worry, but get a month unlimited to a named country or group of counyties. I pay about £2:30 pcm for uk to uk land line calls

Charlesstunts

All very good points people. I think there should be legislation in place against this. They've developed over charging of customers into a fine art. In addition to the long road of obstacles I've avoided phone calls as what an employee says over the phone can be and has been completely false and only triggers an argument. Seriously how do you have a rational conversation with a representative who initially denies any record of a notice being sent then when it's shown to them they state "well that doesn't count because you didn't speak to a person in that department" I'm going to try the bank's Direct Debit Guarantee Policy! I've had joy with the banks in the past with reversing charges for services not provided. Fingers crossed!

Charlesstunts

Flash32 said:

As wongataa has mentioned, the switching process is now a push process from the new provider.  You just sign up with the new provider and they will do the work.  If you cancel the DD without agreement, you risk a mark on your credit history, which may make credit more difficult to get in the future. 

There is no concept of "punitive damages" in UK law.  The Small Claims Court is now Moneyclaim online https://www.moneyclaim.gov.uk but you will only be able to claim what you have reasonably lost, plus a notional interest - nothing punitive.

As you have gone this far down the line, why not try writing a formal letter of complaint to their head office, mentioning the detail and telling them that if you do not receive a satisfactory resolution in 8 weeks you will take the matter to the Communications Ombudsman, whose decision they have to abide by.  Keep it polite and factual. 

For the future, Sky usually respond very well to polite haggling - done it myself loads of times and you can get a really good deal.

Thanks for the info I'm a fan of Peoples Court and JUDGE JUDY.....I should switch to a British equivalent!!!

Charlesstunts

Result I contacted the bank on the 16th of Feb and gave the details reminding them that the Direct Debit has a promises of protection. A Full refund was made less than 24 hrs after I requested it. RESULT!!!