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Sky Customer Service

MinkyMoon
Posts: 3 Newbie

Just a vent really but I am so angry at Sky .
On Monday they took £250 out of my account. £100 was bill owed but the further £150 was taken in error ( don’t know why ). I telephoned customer services to explain what had happened, got to passed from pillar to post and then got cut off.
On Monday they took £250 out of my account. £100 was bill owed but the further £150 was taken in error ( don’t know why ). I telephoned customer services to explain what had happened, got to passed from pillar to post and then got cut off.
Finally got through yesterday and they confirmed that error had been made and the refund would be cleared by today. It hasn’t. Got back on the phone to Sky and they have told me that I shouldn’t have been told that and the payment will appear in my bank sometime next week.
This has left me and my family without money for the weekend which was needed.
I fail to see why they couldn’t have made an immediate refund . Surely there are procedures in place? They are quick enough to take money off their customers!
Oh, and to top it off , they sent an email yesterday to say I hadn’t paid my bill!!
Sorry for the long rant but I am so angry and frustrated!
This has left me and my family without money for the weekend which was needed.
I fail to see why they couldn’t have made an immediate refund . Surely there are procedures in place? They are quick enough to take money off their customers!
Oh, and to top it off , they sent an email yesterday to say I hadn’t paid my bill!!
Sorry for the long rant but I am so angry and frustrated!
0
Comments
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Payments are not instantaneous and there is usually a process that needs to be followed for a refund to be processed, it's not (as much as people expect it to be) click a button and it's done. It will likely have to be authorized by a manager and after that probably manually processed by a separate team. This process could take a day or two.
If this was a DD payment it would take 3 days from being actioned to get back to your account, card payment refunds can take even longer.0 -
Thank you for your reply.
OK, fair enough but it was their mistake . Luckily we have food and fuel but for some people that could not be the case. When I worked in a customer service role I could make a payment to a customer and provided the payment had been processed by midday, it would be in their account the same day.
And we were told the payment be would in the account today . No apologies forthcoming for the error or the misinformation from them either.0 -
MinkyMoon said:Thank you for your reply.
OK, fair enough but it was their mistake . Luckily we have food and fuel but for some people that could not be the case. When I worked in a customer service role I could make a payment to a customer and provided the payment had been processed by midday, it would be in their account the same day.
And we were told the payment be would in the account today . No apologies forthcoming for the error or the misinformation from them either.2
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