Sky can be a nightmare to deal with in some areas. Friend of mine works In tech support up in Scotland for them and he says its a fun job once your outside of the main customer accounts bit. Sky like all call centres has huge staff turn over. As the job is poorly paid and very stressful work. In the Scotland one they did recruitment just before Christmas of the 20 took on 8 remain. Some people quit after the first phone call. Most people don't want to work in a call centre that's why most of them left this country to begin with.
Had a reply to my complaint and it was little more than a repeat of the questions answered by the telephone rep of their CS department. But most of my questions posed in my complaint remain unanswered or rather ignored. Nothing new there then.
In all honesty it sounds like someone made a mistake when closing down your account, however, where things went wrong was in Sky being unable to answer your query in a reasonable way and the length of time for the refund. Even though I work for Sky, far removed from customer services, I think the situation could have been dealt with better. But what are the questions you want answered?
Why there was a 50% in my monthly cost? Sky bought Be over so I only stayed with Sky if my terms and conditions remained as they were. In fact my monthly payment went down a few pence. Why was this months payment even if it were due, which it was not, taken three days earlier than the norm? Why should I have to wait a month for the monies removed from my account to be repaid given that it was a mistake by Sky?
Ah but as far as Sky are concerned they have answered my complaint so the complaint is no longer relevant. Wrong.
From my understanding, when you moved over to Sky you retained your existing T&C's including price, as Sky didn't offer a BB package at the same price a discount was applied to align the price. On cancelling your package someone made a mistake and removed the discount rather than cancel. That would explain points 1 and 2. As for point 3, that's just crap.
That might explain point one but not point two. As for point three all companies do it. Quick to take but slow to refund. They picked on the wrong guy to piss about with as I an persistent to the extreme. 15 quid or 1500 quid makes no difference to me. All they had to do was say, oops sorry our mistake and we will repay the money back by close of business. But that is too easy. One final point Sky replied in there response to my complaint that they are not allowed to cancel a direct debit. According to my bank there are three ways a DD can be cancelled, by me, by the bank or by the company concerned. Does Sky think we are all unknowledgeable idiots that should believe only what they say?
Given Sky considered the matter closed even without finding out whether I accepted the rather limited response to my complaint I resubmitted it two days ago. On checking the website this had vanished. So I resubmitted my complaint and questions again today. Sky in the guise of Tristan just called and told me he was calling in response my recent help request to which I stated I had not requested help but I had submitted a complaint. His response was that it was considered a help request. I could see this was not going well so I said that I really was not interested in dealing with the matter over the phone as I was unable to record same at the moment. To which he replied it was illegal for me to record the conversation, rather than get into a long conversation about how wrong he was I politely asked him to put his response in an email or letter and hung up.
I've just cancelled my Sky subscription. Wasn't as painful as I expected it to be. Although I still believe that you should be able to cancel anything online, if you can sign upto it online. I'd already cancelled the DD before I rang, they can bill me for anything outstanding!
Yeah I find it odd that so many companies will accept you signing on online but make you jump through hoops to cancel. I tried to cancel my subscription to The Sunday Times today and could not find anywhere in my account to do so. It requires a phone call and twenty questions as to why before I was able to cancel.
I know, my point is if a company lets me setup an account, add any extras with a few clicks of the mouse, then I should be able to cancel in the same way, the Live Chat is just the same **** you get on the phone. Why can't there just be an option in the cancellation area for my to cancel my service? They have this option for removing any extras so it can't be that hard to implement.
Because then there'd be little to no way for them to engage you before you really do quit and stop paying them money... they want to make the process difficult with as much chance to keep you on board as they can. ... and so you're posting on a forum?
