Anyone found a solution to their Sky problem?

Ickle Magoo

We used to have Chorus & loved it but had to get Sky as our new house can't get access to Chorus - so regretting it! :mad::(

Had problem after problem with Sky, saying we had insufficient funds when we didn't & bank says they have never been sent DD, saying they will call & they don't, saying they will investigate & resend DD & then not, sending us a letter saying a/c paid & it wasn't & then sending us an invoice with a letter saying they are going to cut off our service as we refuse to pay our bill & charging us for it!!!

To top it all, every time I call the staff are really, really snotty. They seem to have some kind of mantra ("Do NOT accept liability at all costs, it is ALWAYS the customers fault") & so far I've been told "I'm not saying you're lying but..", "it's an automated system so there's nothing we can do", the system doesn't say", "he shouldn't have said that..", etc, etc. Every time I call we get another snotty customer service rep spinning more yarns & telling us something completely different.

I contacted their complaints dept (can only be done via writing) & I got a telephone call from yet another snotty Scot (that makes it even more annoying, lol) saying they got my complaint & we weren't entitled to anything free. I was like "Eh?! Sorry would suffice!!" Grrrrrr! I'm hopping mad with them & due another snotty call from another snotty rep's supervisor...deep breaths.

Anyone else had similar probs & have you a name or address of someone who knows enough not just to read it off their PC robot style & can actually get this sorted once & for all?

givecredit

You need to ring Sky and ask for a new Direct Debit Form to be sent out to you. Complete the form and return to Sky.

The original form has either been mislaid by Bank or Sky, or had incorrect account Number/Sort Code on it. (Mistakes can happen, this is the real world)

So Calm down and give them a call.

Ickle Magoo

I've called them about 8 times now over about 6wks...I've filled out 2 DD mandates - was the "everytime I call" comment not a bit of a give-away?

I know mistakes can happen, it's the catallogue of porkies & mistakes that is annoying me - did you even read my post?! I clicked on thinking this was a helpful response...:( Even if a DD mandate is eventually sent to my branch - how does that help me with the charges Sky are trying to foist onto me? Not very helpful response tbh.

watty

At least you still get about 40 decent channels when they turn off the pay TV. Ask to speak to a manager.

Marty_

The only advice I can recommend (on this forum) is you call into a local sky agent, these people deal with sky ever day of the week, thus they are very familiar with all kinds of problems. Mandates been the most common. Anyway if you ask nicely they might ring the ASA department explaining your problems and requesting notes be applied to your account allowing a paper less contract be set up over the phone, however you will need a debit/laser or credit card for this, also that the claw back amount be removed from your account because your more then willing to pay sky monthly for the services you signed up for.

If that works out, you can always send in a new mandate registered post to revert your account back to bank account Direct Debit.

givecredit

Ickle Magoo wrote:

& bank says they have never been sent DD,

Yes I did read your post, And this is the most important line in it. You did not say in your original post that you completed 2 direct debit mandates. The Direct Debit is still your problem. The fact that 2 mandates have been mislaid is poor service, but it still has to be resolved, unless you want to be cut off. And i gather by the tone of your post that you do not want to be and you are rightly annoyed with the service so far.

It could also be at the Banks End. What type of Bank account do you have. Banks in recent times refuse to allow DDs on any account other then Current Account. You may have had a direct debit with Chorus set up before the banks changed their rules.

As I said before the DD is the issue.

Ickle Magoo

Thanks for the replies - I supervisor has not returned call as promised they would - shockeroonies.

Givecredit, I've paid with laser so I'm not due any money, Sky are now trying to charge me for an invoice they now say they had to send due to non-payment when a rep I spoke to said that they would resend the old DD mandate & let me know if there were any probs. I got a statement saying all was paid & assumed that was the notification that the resent DD had gone through only to get a letter saying Sky were going to cut us off because we were refusing to pay our bill & we would be charged for the invoice they sent. I called & was told "I'm not calling you a liar but...there's no record of anyone resending DD mandate on records" . Anyway, I paid by laser immediately as I certainly wasn't trying to avoid payment & I sent in a new DD mandate but I don't want to be charged for just following the advice the Sky rep gave me...anyway, that's the jist of it, the whole story is so long & teedious I didn't want to bore anyone with every single little detail, lol.

NB I have a current a/c with lots of DD on it, never had an issue. I have been setting up DD's & dealing with other more reasonable, polite & capable customer services for decades, lol.

givecredit

Well, First thing i would keep a watchful eye on your Current account for the next month. More than likely your account will be debited the Monthly Sub and extra charge.(If you have online banking check it each morning,all automated postings for the day will be on your Online statement in morning ever morning.Otherwise you should ask your bank to flag this transaction and ask them to contact you when it is presented.) Return it unpaid if the charge is included.

Secondly Email james.murdoch@bskyb.com Tell him the whole story, from beginning to end. Tell him what you have arranged with the bank. Insist on the charge being waived. I would be very surprised if you don't get a favorable response. (Maybe even an apology and some credit to your account)

Ickle Magoo

Thank you so much givecredit, just one person to sort the mess out was all I wanted - that's great, thanks!

givecredit

Your Welcome. Don't forget to come back and tell us how you got on..

Ickle Magoo

E-mailed the whole sorry saga today so watch this space...:)