Sky/BT not sticking to deals agreed over the phone

dangler

This has happened to me twice in the last two weeks and I am so frustrated!

Firstly Sky. We are out of contract and I phoned to see what they could offer to get us signed up again. Against a current cost of £123.50 I was offered £80 which I accepted. When I received the confirmation email and checked the account the ongoing charge was shown as £116. I immediately called again and eventually was told they could not find the £80 deal but to leave it 72 hours to "let it work through the system". In the event I left it a little longer to avoid calling over the weekend and called back this morning. They are still unable to find/match the £80 deal but finally offered £98.50 which I reluctantly accepted, but still feel I have been cheated and have spent far too long on the phone.

Now, BT for broadband/landline/TNT Sports. Again out of contract so I phoned them this morning to try and get a reduction on the £103 bill in exchange for signing up for 2 years. After some discussion we agreed on £96 and was told this included a "free" second box for TNT Sports. I specifically asked if this was fixed for the 2 years and was told yes. The confirmation email came through with a charge for the second box and the provision for prices to increase each March. I called back but again was told that I should wait a couple of days. I will do so, but just needed to share my experience.

Anyone else had these sort of problems and found a way to get satisfaction and get them to honour their deals. It has never happened to me before!

mebu60

Did you make a note of the date, time and person you spoke to on both of the original calls? If so you could formally ask each company to listen to the call and honour what was agreed.

dangler

mebu60 said:

Did you make a note of the date, time and person you spoke to on both of the original calls? If so you could formally ask each company to listen to the call and honour what was agreed.

Yes, all except the first one. I write notes as I am on the call to note down the figures discussed. It is often difficult to catch names when they are obviously in a call centre. The Sky rep I spoke to this morning obviously found the name of the first rep because he said he was going to make sure she had a complaint registered against her - but it does not help me to get the original deal quoted to me unfortunately 

MarzipanCrumble

Surely you know the date and approx time?  If worst comes then hit them with a Subject Access Request which should include recordings.
https://ico.org.uk/for-the-public/make-a-subject-access-request/