Does Sky Mobile always use these tricks when you try to make a formal complaint?

Keruge

https://forums.moneysavingexpert.com/discussion/comment/81866211#Comment_81866211

I am complaining about how they close a complaint without addressing the issue, I posted the text from the Sky emails, there were none in between. It would be fine if they disagreed or said anything to support their position, but all they did was close the cases.

I disagree with you, their complaints procedure says they do have staff and will address the matter, as I said in my OP the person in retentions told me they do not have a complaints dept on the phone, all calls are routed to retentions. She told me to complain online. Sending templates of almost identical messages is not dealing with a complaint when they do not state their position. Luckily when I take them to Court that will be deemed as not filing a defence and I will get summary Judgement.

I am not sure if you have understood so I will spell it out slowly

Think of it like tennis

I make the complaint

They say they are cancelling it and put the ball back in my court, if I do not complain again within 28days they will deem it as closed.

This back and forth carried on 6 times in the last week or so

I had selected my preferred method of contact as email but they did NOT send any email except one to pretend they had tried to contact me, well I had no emails trying to contact me just ones to close the case and no contact via phone for that matter.

"We've tried contacting you about your complaint but haven't been able to get hold of you. If your issue is still unresolved please contact us so we can help.

If we don't hear from you, we’ll assume everything is resolved and close your case within 28 days of the date of this notification."

They have not looked into the complaint, that is the issue, they just close complaints without responding to them.

These were all within hours of each other, none more than a day, except the last one I got this morning which I suspect was because of the weekend.

Keruge

https://forums.moneysavingexpert.com/discussion/comment/81866649#Comment_81866649

Clearly you ARE trying to start an argument, as I already explained, the substance of the claim is a breach of the contract, that is all you need to know.

The issue here is the complaints procedure, not the substance of the complaint.

Again you quote disinformation, one does not need the agreement of the other party, but rather needs to comply with the terms of the Contract and common law, the latter overrides any contract term.

As explained in my OP, I got two emails, one that said they were whacking up prices and

"Then I got another email a day later saying I was out of contract and I could leave"

That email said

“Hello

Why are we getting in touch?

We're letting you know your SIM plan is OUT OF CONTRACT, so that you are aware of all of your choices.”

I am out of contract, which was confirmed when I got the PAC code and just now.when I logged into the Sky Portal

I have the PAC code, the number will be with another provider before the direct debit would have been due if I had remained with Sky, so all done with Sky.

Direct Debit is cancelled.

I will not be losing my number, you are just scaremongering

Sadly other people might believe the disinformation you are spouting so I am pleased to be able to set the matter straight for those considering leaving Sky.

Obviously, it is advisable to move your number to another provider and review cancellation charges which should be displayed prominently in the mobile providers portal,

However I said in my OP I am free to leave as I am out of contract.

I do not need permission, never did.

The complaint will continue.