Sky TV

Mushy

Hey hoping some people may be able to help me here.

Just checking my online banking there, and I noticed I have been paying my €28 Sky tv bill since May. This is a service that I cancelled in April due to me moving down to Cork, and my housemates not being bothered to keep the service. That was all sorted, so I thought nothing more of it. Now I understand upon cancelling it that they charge for an extra month, so I don't include a payment showing up in April.

Two problems here: I don't have any account info here anymore, that stuff is long gone, so if I call them, I won't know this stuff for them.

Secondly, when I call them, I know I'm gonna tear through the first poor unsuspecting person for a shortcut. Its nearly €150 of my money gone on it. I know I should have been more aware myself, so that will hopefully make me keep my nerve for the other persons sake.

Should I go into a bank to dispute these payments tomorrow? I know I'm gonna get them cancelled immediately, but I want my money back too.

This is gonna be long and expensive time on the phone for me isn't it?

foggy_lad

Try your bank first and insist that they refund all the disputed payments to your account in the timeframe allowed which afaik is 24 hours.

The reason for the refund will be that the debits are unauthorised payments requested by sky.

Bepolite

I've a radical suggestion for you. Why not phone up politely, explain the situation and see what the explanation is?

I worked in customer service roles for over 15 years and I can assure you, you catch more flies with honey than with vinegar.

Cabaal

How did you cancel it in April?

Mushy

Bepolite wrote: »

I've a radical suggestion for you. Why not phone up politely, explain the situation and see what the explanation is?

I worked in customer service roles for over 15 years and I can assure you, you catch more flies with honey than with vinegar.

I know, I will be. Work in retail myself as it is, but its still a joke.

Was cancelled over phone!

maringo

Its always good to have a hard copy ie email or letter as proof. A phone instruction is very hard to prove - your word against theirs.

pred racer

Mushy wrote: »

Hey hoping some people may be able to help me here.

Just checking my online banking there, and I noticed I have been paying my €28 Sky tv bill since May. This is a service that I cancelled in April due to me moving down to Cork, and my housemates not being bothered to keep the service. That was all sorted, so I thought nothing more of it. Now I understand upon cancelling it that they charge for an extra month, so I don't include a payment showing up in April.

Two problems here: I don't have any account info here anymore, that stuff is long gone, so if I call them, I won't know this stuff for them.

Secondly, when I call them, I know I'm gonna tear through the first poor unsuspecting person for a shortcut. Its nearly €150 of my money gone on it. I know I should have been more aware myself, so that will hopefully make me keep my nerve for the other persons sake.

Should I go into a bank to dispute these payments tomorrow? I know I'm gonna get them cancelled immediately, but I want my money back too.

This is gonna be long and expensive time on the phone for me isn't it?

I was in the same situation, I called, they said I never cancelled, strangely enough the recording of my call couldnt be found.
I learned a €600 lesson right there, actually 2 lessons, keep a closer eye on my bank statements and never believe that the person you are talking to is going to do what they say without proof.

foggy_lad wrote: »

Try your bank first and insist that they refund all the disputed payments to your account in the timeframe allowed which afaik is 24 hours.

The reason for the refund will be that the debits are unauthorised payments requested by sky.

I'm not saying that this is impossible, but my bank (boi) wouldn't (they said they couldn't) do this.

Best of luck op I hope it turns out better for you.

ytpe2r5bxkn0c1

When cancelling anything, always do so in writing. Simple as that. Many terms and conditions require it and you have proof as well. Email or registered letter.

loopymum

When I was cancelling my sky contract a couple of years ago, I emailed them but they said it would have to be done over the phone. Go figure

clairefontaine

Im having the same problem.

Ive been emailing them and they say they cant find the account at all, even though I am copying and pasting the account number straight out of mysky.

It was cancelled in April and the money is still coming out. THe time zone difference makes it nigh impossible to call.

Bepolite

clairefontaine wrote: »

Im having the same problem.

Ive been emailing them and they say they cant find the account at all, even though I am copying and pasting the account number straight out of mysky.

It was cancelled in April and the money is still coming out. THe time zone difference makes it nigh impossible to call.

Your viewing card number will find your account. They are open from 8am to 10pm GMT and the satellites only cover an area within around 6 time zones, I find your post a wee bit odd, would you mind clarifying what you mean.

clairefontaine

Bepolite wrote: »

Your viewing card number will find your account. They are open from 8am to 10pm GMT and the satellites only cover an area within around 6 time zones, I find your post a wee bit odd, would you mind clarifying what you mean.

My viewing card is unfortunately a couple of continents away from me. I cannot view it.

After a week of emailing SKY they have now told me to call the IRish sky call centre, for which they did not give me an international number. They gave me the 0818 number which SKYPE does not recognise.

So they cant find it via email, even though its there on MYSKY and they have referred me to the Irish customer service center which I cannot reach because the number is an 0818.

ytpe2r5bxkn0c1

Dial +353 818 and the number. It will cost you mind.

clairefontaine

Yosef Deep Slavery wrote: »

Dial +353 818 and the number. It will cost you mind.

That number does not work from abroad.

Ive written a complaint to comreg.

ytpe2r5bxkn0c1

clairefontaine wrote: »

That number does not work from abroad.

Ive written a complaint to comreg.

OK, sorry! Just trying to help, as it worked to an 0818 for me last year.

brianwalshcork

You can find a landline number for sky customer service here:

http://www.saynoto1890.com/2013/02/s/

wmpdd3

Op, go to the sky website and open a formal complaint.

They week ask you for 3 pieces of in formation, give them what you have they will email or ring you for the rest.


about 2 Weeks after I made the to my complaint a last called who had my account up on their screen and had recordings of ask calls I made.

I had called to cancel and was told I had to wait for a date that was wrong. She apologies and refunded all extra money paid.

I told then in the formal complaint that I had recordings of my calls but they never asked for them.

Jayop

Sky customer service is a total joke. Easily, easily the worst company I have ever had the misfortune of dealing with. Incompetent staff who say one thing but do something else pretty much every time you call them. Unfortunately for anyone in a country area they have a total monopoly.

The minute I get fibre broadband I'll be gone from them like a shot and over to Eircom TV.

Bepolite

Jayop wrote: »

Sky customer service is a total joke. Easily, easily the worst company I have ever had the misfortune of dealing with. Incompetent staff who say one thing but do something else pretty much every time you call them. Unfortunately for anyone in a country area they have a total monopoly.

The minute I get fibre broadband I'll be gone from them like a shot and over to Eircom TV.

Said about every Telco by numerous customers, except netflix who don't have any customer services - go figure.

Jayop

Bepolite wrote: »

Said about every Telco by numerous customers, except netflix who don't have any customer services - go figure.

Never tried to call Netflix, and I can't see why you would need to. They seem to have a pretty simple charging system and are easy to disconnect if you want to.

I've dealt with a lot of them in my time and I can honestly say that sky are a massive cut below the rest. Bord gais are pretty bad, but at least they are polite.

I used to work in a job that required me to ring insurance companies about 7-8 times a day and they could be sticky enough with their regulations, but at least the staff knew their stuff. Sky seems to be staffed by complete incompetents. You talk to one person and the following day another and they will completely contradict each other.

wmpdd3

You talk to one person and the following day another and they will completely contradict each other.

I have to agree with you there.

Fred Swanson

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clairefontaine

I am now in a Kafka nightmare with SKY tv. I keep getting emails from "Becky" who for the third time has referred me to the 0818 number in Ireland.

Comreg does not deal with tv either since it has been deregulated.

Fred Swanson

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clairefontaine

Fred Swanson wrote: »

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That's sky uk. They are insisting I call sky Ireland.

Bepolite

clairefontaine wrote: »

That's sky uk. They are insisting I call sky Ireland.

They can transfer you. If they won't ask to speak to the Team Leader. I'd keep insisting on that if you're not getting any joy to be honest.

clairefontaine

Bepolite wrote: »

They can transfer you. If they won't ask to speak to the Team Leader. I'd keep insisting on that if you're not getting any joy to be honest.

Success. Finally. I thought I was going to have an aneurism.

Fred Swanson

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Jayop

Bepolite wrote: »

They can transfer you. If they won't ask to speak to the Team Leader. I'd keep insisting on that if you're not getting any joy to be honest.

That's great advise and not something I was aware of.

Thanks!

clairefontaine

The saga will continue.

They refunded money and then took it back two days later in another withdrawal.

Fred Swanson

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clairefontaine

Fred Swanson wrote: »

This post has been deleted.

Yeah. And they gave the refund in two different amounts, not even adding up to the correct amount, and then deducted one of the amounts two days later.

So now I will have to SKYPE them AGAIN. And go through all of this AGAIN.

Jesus Christ, Kafka could not have thought this up.

GAAman

Before you get on to sky, ring the bank and have the direct debit agreement removed so if and when they refund the money it wont be removed again.

clairefontaine

Oh my god. I have never encountered such incompetence.

1. Customer service agent REFUSED to put me onto a supervisor.

2. Customer service agent claimed that the bank account number I gave her did not match the numbers she had. Same account from which which they have been taking money. How is that possible? Same account number I gave them on Saturday and it did match?

3. Customer service agent refused to have a supervisor call me back.

What a tower of morons.

Fred Swanson

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Bepolite

clairefontaine wrote: »

Oh my god. I have never encountered such incompetence.

1. Customer service agent REFUSED to put me onto a supervisor.

2. Customer service agent claimed that the bank account number I gave her did not match the numbers she had. Same account from which which they have been taking money. How is that possible? Same account number I gave them on Saturday and it did match?

3. Customer service agent refused to have a supervisor call me back.

What a tower of morons.

Call back and make sure you're through to the Dublin Call Centre. Keep calling back until you get an agent that will put you through to a supervisor.

Why didn't you get your account number and security set up when you phoned them on Saturday? While I'm not over the moon with the service you're getting there certainly seems to be blame on both sides here.

clairefontaine

Bepolite wrote: »

Call back and make sure you're through to the Dublin Call Centre. Keep calling back until you get an agent that will put you through to a supervisor.

Why didn't you get your account number and security set up when you phoned them on Saturday? While I'm not over the moon with the service you're getting there certainly seems to be blame on both sides here.

On Saturday I was able to talk to a supervisor, she was able to access the account.

Today no. Why? I have no idea.

What security?

They are taking money out of the bank via direct debit.

They asked for the bank account number.

I gave it to them.

They claim it's not the same one on their screen.

I claim, how is that possible since Im staring at the statement which has SKY TV direct debits on it.

THey say, "sowwy kawnt elp yew, cawnt go any futher oim afwaid."

Bepolite

clairefontaine wrote: »

On Saturday I was able to talk to a supervisor, she was able to access the account.

Today no. Why? I have no idea.

What security?

They are taking money out of the bank via direct debit.

They asked for the bank account number.

I gave it to them.

They claim it's not the same one on their screen.

I claim, how is that possible since Im staring at the statement which has SKY TV direct debits on it.

THey say, "sowwy kawnt elp yew, cawnt go any futher oim afwaid."

Because they have to adhere to very strict Data protection guidelines otherwise people go bananas.

Have you rang back and done as I suggested. Make sure you set up a password for your account and ensure any other info such as Mother's maiden name and date of birth are correct.

clairefontaine

Bepolite wrote: »

Because they have to adhere to very strict Data protection guidelines otherwise people go bananas.

Have you rang back and done as I suggested. Make sure you set up a password for your account and ensure any other info such as Mother's maiden name and date of birth are correct.

Then why was I able to speak to someone who could do it on Saturday?

So far I have spent an hour long distance over 6 time zones trying to deal with these noobs.

Bepolite

clairefontaine wrote: »

Then why was I able to speak to someone who could do it on Saturday?

So far I have spent an hour long distance over 6 time zones trying to deal with these noobs.

A supervisor is going to be able to make a judgment call an operator con not. I don't have much sympathy with the 6 timezones thing. Why didn't you cancel it when you left Ireland?

All these are beside the point. There are numerous things you can do. Cancel the direct debit, write to them and speak to a supervisor if possible. Next time you do get in contact make sure you're security is set up.

clairefontaine

Bepolite wrote: »

A supervisor is going to be able to make a judgment call an operator con not. I don't have much sympathy with the 6 timezones thing. Why didn't you cancel it when you left Ireland?

All these are beside the point. There are numerous things you can do. Cancel the direct debit, write to them and speak to a supervisor if possible. Next time you do get in contact make sure you're security is set up.

Obviously you don't have much sympathy for having to adjust your schedule to adjust to a call center schedule for which you have to spend on long distance to clear up THEIR mistake. But your sympathy or lack of it is irrelvent.

As I already explained, I did cancel it. They didn;t. Same thing happenned on Saturday. I cancelled it. They said ok. Still not cancelled as evidenced from the direct debit withdrawal.

I asked to speak to a supervisor, the customer service operator refused to put me onto one, [today].

Make sure security is set up? If they won't discuss the account with you because they claim to have a different bank account number then surely they wont let you change a password on that same account?

You can keep defending them all you like, it still wont change my mind about their awful customer service.

Bepolite

clairefontaine wrote: »

Obviously you don't have much sympathy for having to adjust your schedule to adjust to a call center schedule for which you have to spend on long distance to clear up THEIR mistake. But your sympathy or lack of it is irrelvent.

As I already explained, I did cancel it. They didn;t. Same thing happenned on Saturday. I cancelled it. They said ok. Still not cancelled as evidenced from the direct debit withdrawal.

Why didn't you write a letter in the first instance?
Cancel the directed debit, in the first, second and third instance?

clairefontaine wrote: »

I asked to speak to a supervisor, the customer service operator refused to put me onto one, [today].

Did you call back?

clairefontaine wrote: »

Make sure security is set up? If they won't discuss the account with you because they claim to have a different bank account number then surely they wont let you change a password on that same account?

If they are in your account then the person is satisfied you're who you say you are. It's a binary. If they can do one thing they can do anything.

clairefontaine wrote: »

You can keep defending them all you like, it still wont change my mind about their awful customer service.

I'm not defending them. I'm simply pointing out that in two decades of customer facing roles, sometimes people don't help themselves frankly.

wmpdd3

Could it be that they have canceled it and refunded your money but to much and then took back what they felt they didn't owe you!

I feel your pain I canceled dd s twice they just start another one under direct debit plus.

But I found an email starting a formal complaint fixed it all in the end.

Bepolite

wmpdd3 wrote: »

Could it be that they have canceled it and refunded your money but to much and then took back what they felt they didn't owe you!

I feel your pain I canceled dd s twice they just start another one under direct debit plus.

But I found an email starting a formal complaint fixed it all in the end.

If they do this, and you have a letter of cancellation the bank should be refunding this under the direct debit guarantee. I find that once the bank starts getting into the mix with companies they usually cop on.

You've raised a good point ref the debit but to be fair these things have to be submitted days in advance and there's probably no way to stop the things once they've been actioned. Modern era of banking my arse

clairefontaine

Bepolite wrote: »

Why didn't you write a letter in the first instance?
Cancel the directed debit, in the first, second and third instance?



Did you call back?



If they are in your account then the person is satisfied you're who you say you are. It's a binary. If they can do one thing they can do anything.



I'm not defending them. I'm simply pointing out that in two decades of customer facing roles, sometimes people don't help themselves frankly.

Just as an FYI, they don't accept letters of cancellation. I learned this the last time I had to cancel sky.

I have spent plenty of years working in retail and customer service, so I know what I can expect.

I have not called them back because I really don't have the heart to. It was so crazy making I can't face it again right now.

Bepolite

clairefontaine wrote: »

Just as an FYI, they don't accept letters of cancellation. I learned this the last time I had to cancel sky.

I have spent plenty of years working in retail and customer service, so I know what I can expect.

I have not called them back because I really don't have the heart to. It was so crazy making I can't face it again right now.

Whether they accept a letter or not once you've confirmation via phone always write a letter. Cancel the direct debit and if more money is drawn you can present your copy.

At this stage I suggest doing as wmpdd33 has done and revert to writing to them.

clairefontaine

Bepolite wrote: »

Whether they accept a letter or not once you've confirmation via phone always write a letter. Cancel the direct debit and if more money is drawn you can present your copy.

At this stage I suggest doing as wmpdd33 has done and revert to writing to them.

Seriously, they don't accept letters. Well they have insisted to me on the phone they don't accept them.

And they can't do anything or confirm anything via the account because they are insisting the bank account numbers are not the same. So nothing can happen on the phone in the first place.

Bepolite

clairefontaine wrote: »

Seriously, they don't accept letters. Well they have insisted to me on the phone they don't accept them.

And they can't do anything or confirm anything via the account because they are insisting the bank account numbers are not the same. So nothing can happen on the phone in the first place.

They do accept letters, they might not accept them as a form of cancellation but that's different to where you are. I understand your frustration but you really need to listen and take on board what's being said to you rather than getting het up which isn't going to solve anything.

The address is: (which is given here)

Customer Complaints
Sky Ireland
1 Burlington Plaza
Burlington Road
Dublin 4.

Take the time to lay everything out in a letter, if this fails send a copy to your bank with an explanation that any further funds taken by them are to be reclaimed by the direct debit guarantee.

I really can't help you any further, this is becoming a lead a horse to water scenario.

Lemlin

I cancelled my Sky back in August. No charges in September. In October I noticed €15 gone from my account. I rang them and they refunded it and said that would be the end of the issue.

Again in November they've gone to my account. I rang them and they told me that, even though I have cancelled my account with them, I need to cancel the direct debit with the bank or the money will continue coming out. They said the €15 must be the multiroom fee.

My understanding of direct debits is that the money will stop going out if they stop requesting it each month?

I've had to send a letter to the bank to cancel the direct debit anyway.

runawaybishop

Lemlin wrote: »

I cancelled my Sky back in August. No charges in September. In October I noticed €15 gone from my account. I rang them and they refunded it and said that would be the end of the issue.

Again in November they've gone to my account. I rang them and they told me that, even though I have cancelled my account with them, I need to cancel the direct debit with the bank or the money will continue coming out. They said the €15 must be the multiroom fee.

My understanding of direct debits is that the money will stop going out if they stop requesting it each month?

I've had to send a letter to the bank to cancel the direct debit anyway.

You always need to cancel the DD on your end. Always.

Fred Swanson

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