Problems with SKY TV

fedupwithbeingconned

Hi, this is my first time so apologies if im in the wrong section. I have a problem with SKY TV. I have had the full package from SKY since september 2007. In Feb I phoned them to say I was going through a bad patch and i needed to cancel my subscription. I was told that i couldnt do this until August. Okay, so i asked if i could downgrade from the full package to the basic package as this would be easier for me. The very nice lady (so I thought) on the other end of the phone said instead of me downgrading they would offer me a deal. Good I thought! The offer was, next month free, following month £6.00 and the month after would be £16.00. I said Thank You very much and agreed. Just checked my bank tonight and see that they have taken out £30. I phoned to find out what was happening and I was told by a very sarcastic rude man... MR Robin Derby, Line manager, that this is the package I had agreed on and there was nothing that he or sky were prepared to do. I explained that I had had some money problems and that downgrading was what i wanted to do at that time, so why would i have agreed to £30 a month when i could have had the basic package for £16,00. Which would have been better/cheaper for me. He just kept repeating himself by saying..." you tell me why you would have agreed to the deal then?". i did not agree to that deal but a different deal. Anyway 45 minutes later im still no better off just totally stressed and hating SKY. Can anyone else advise me to what i can do.. Thanks. Once again my apologies if I am in the wrong section

BruceWayne

i work for sky and i have seen this happen many times before, sadly it is very rarely, if ever a mistake in terms of billing but more often a case that the person who you accepted the offer from having explained it incorrectly.

it is a very complex billing system so sadly i cant explain it on here, the best thing you can do is to call customer services again, and ask them to explain your billing, hopefully you will get through to india, because oft criticised as they may be, they are very good at explaining billing.

do you have any additional services on your account, such as broadband or sky talk which the original operator may have missed from the calculations, or have you booked any box office movies or events that could have increased the bill?

TangledMemories_2

They did roughly the same to me and then took £54 out of my account because they bill in advance. All I can possibly say is put it all in writing. Tell them the date and approximate time you rang in and they may be able to replay the call.

Hope this helps

Sarah_Joanne

I really feel for you in this situation.

We ordered sky before xmas but as we live in flats we had to get permission before the install so put it off until after xmas.

To cut a long story short they ended up setting up 2 accounts and so took 2 direct dubits within 4 days. I rang and spoke to 3 different people, 1 of whom was a line manager and all of whom were incredibly rude, basically calling me a liar as only 1 payment had come out / would out. They could only see 1 a/c at a time but would not take my word for it that 2 payments had definitely come out of my bank a/c.

In the end my fiance had to call the head office. Very, very frustrating.

It's a shame that nobody seems to want to help any more. I spent 6 years working in call centres and my job was always to help the customer. I just don't understand some people.