Warning - SKY £75 Pay Once Watch Forever problems

tin

I'd advise against wasting your time on the phone altogether. Write a letter. State clearly your position in the least amount of words reasonably possible in quick bullet points, then state what you expect them to do. If a letter comes back, in reply or unsolicited, reply to that person/department with the same information. If it happens more than a couple of times, state the same info and that you'll invoice £60/hour for your future services in dealing with the matter.

It's much more final in a letter, it's harder to ignore, and if you keep it brief it's easy for them to see where you stand and what you expect.

I did this and eventually got left alone (no refund was due, fortunately), but it was MUCH less hassle than worrying about it and spending ages on the phone either on hold or speaking to people who did not understand/couldn't care less.

taliwillow

I also bought the freesat package and my free 6 months ended a few days ago. When we first bought the freesat I had a big argument with someone at their customer services as he told me that he had to have my direct debit details. I explained to him that he had no reason to have my details as I had bought freesat and I wasn't intending on continuing after the 6 months. I also told him that I didn't want them to have my details as I felt that they would take money when the 6 months was up even though their letter says they will contact me. He assured me that this wouldn't happen but that I couldn't have sky with them unless I gave them my bank details just in case I decided to watch a movie that I needed to pay for. So in the end I did give them my bank details.
I checked my bank account a couple of days ago and lo and behold, £15 has been taken out of my account. I was straight on the phone to sky and although they were quite happy to cancel my contract, they told me I couldn't have my money back as it's paying for the service that I have had. At this point I got rather angry with him and told him that there was no way they had a right to keep my money as it doesn't belong to them as they shouldn't have taken it in the first place. He then told me that if I wanted to try to get it back I would have to write to their customer services as they only deal with people in writing. I then asked to speak to a manager or a dept that could help me and he eventually agreed to put me through to customer services. Within minutes of speaking to customer services I was told that I didn't need to write and that he would arrange the refund straight away and he apologised for the lack of help I received from the previous person. He said 'sorry but you get some like that in all companies don't you?'. Just have to wait until next week to see if the money does go back into my account. And I will now keep an eye out for any threatening letters!
We must not let them win this battle!!
Taliwillow

Sootzer

Good post to highlight these issues and some helpful tips.

Shimrod

The offer seems to have changed slightly, and it is quite clear the onus is upon you to tell Sky you want to cancel. Not suggesting that this is what people have previously signed up to though but it is certainly the case now.


"For £75 new Sky TV customers get over 200 free digital TV channels & 4 months of the 4 most popular Sky Entertainment Mixes (normally £19/month). After 4 months you'll continue to receive Sky TV for £19/month. If you no longer want to receive Sky TV let Sky know & continue with the free channels."

harz99

Thanks Shimrod, for quoting from the later offer and helping to clarify the difference.

If like us you had a 6 month/ 2 free mixes deal the onus is on Sky to ask you if you want to continue as promised on the point of sale information, product packaging etc., hence the earlier post.

If you bought, or are buying, the later 4 month/ 4 free mixes deal the onus is on you to discontinue the extras, and do so at least one month before your first 4 months is up.

As I said a long time back on the original thread, the product is a good one; it's just that Sky are either incredibly stupid con artists or their admin is sh**e, you choose which. Either way don't pay them money they are not entitled to!

MidLifeCrisis_3

Had my package installed in July. Had had to set up a DD but cancelled this as soon as it appeared using online banking in case they ever tried charging me! Sent a cancellation letter mid Dec. Got a bill in mid Jan for £17.55. Phoned up, but the numbers on 'Say No To 0870' all directed me back to their 0870 no leaving me little choice but to phone it and profit Sky as I'd left it to the day they'd decided my 6 months was up (4 days early by my reckoning)!!! After over 30 mins of being transferred from dept to dept I was finally told they'd not received the cancellation letter (even though I'd received a sorry you're leaving us letter that is!). Having sorted this out then received a bill reminder, followed a day later by a letter saying I was in breach of the terms of a 12 monthly agreement and need to pay £97.55. Sent them an e-mail pointing out that I'd bought a Pay Once Watch Forever package which gave me 6 months of Sky Variety & Knowledge Mixes free with no ongoing commitment to Sky - got following e-mail response.

Thank you for your email regarding the above Sky account.

Firstly, please accept my sincere apologies on behalf of Sky Television for any inconvenience caused to you.

I have checked your account with regards to your enquiry and would like to advise that matters have now been resolved, please ignore any further bills that you may receive. I sincerely hope that you encounter no further problems.

Should you require any further assistance, please do not hesitate to contact the above email address.

Yours sincerely

Kirit Joshi
Customer Relations

If this is the end of the problem then I'll be happy.

MLC

wifeforlife

taliwillow wrote: »

I also bought the freesat package and my free 6 months ended a few days ago. When we first bought the freesat I had a big argument with someone at their customer services as he told me that he had to have my direct debit details. I explained to him that he had no reason to have my details as I had bought freesat and I wasn't intending on continuing after the 6 months. I also told him that I didn't want them to have my details as I felt that they would take money when the 6 months was up even though their letter says they will contact me. He assured me that this wouldn't happen but that I couldn't have sky with them unless I gave them my bank details just in case I decided to watch a movie that I needed to pay for. So in the end I did give them my bank details.
I checked my bank account a couple of days ago and lo and behold, £15 has been taken out of my account. I was straight on the phone to sky and although they were quite happy to cancel my contract, they told me I couldn't have my money back as it's paying for the service that I have had. At this point I got rather angry with him and told him that there was no way they had a right to keep my money as it doesn't belong to them as they shouldn't have taken it in the first place. He then told me that if I wanted to try to get it back I would have to write to their customer services as they only deal with people in writing. I then asked to speak to a manager or a dept that could help me and he eventually agreed to put me through to customer services. Within minutes of speaking to customer services I was told that I didn't need to write and that he would arrange the refund straight away and he apologised for the lack of help I received from the previous person. He said 'sorry but you get some like that in all companies don't you?'. Just have to wait until next week to see if the money does go back into my account. And I will now keep an eye out for any threatening letters!
We must not let them win this battle!!
Taliwillow

Call or email your bank as it's an unauthorised payment, ask them for an indemnity and you should get the money back straight away

Hope you get it resolved

Cate

harz99

harz99 wrote: »

Today's post brought a letter from Sky headed "Your Refund Is On Its Way to Bank Account" with the facsimile signature of Mark Anderson, Customer Marketing Director.

Well, no additional response so I guess it's a further letter, this time to the above Mr Anderson, before we start thinking about who to go to next.

tin

harz99 wrote: »

Sky are either incredibly stupid con artists or their admin is sh**e, you choose which. Either way don't pay them money they are not entitled to!

Certainly the former, except maybe not so stupid. They do this kind of thing SO often that it's clearly their policy to wring as much cash out of whoever by whatever means possible, even if it means providing blatent disgraceful customer service. They know that they'll get away with it in the vast majority of cases, so it's worth it, to their profits at least.

bevmk127

hi got freeview but oh wants to get freesat for euro sport is this in one of the free package channels . can you just add 1 mix eg eurosport and pay for that, .