Thread: Sky Witholding Money

I wonder if somebody can advise about a problem with Sky?

My Father In Law had a doorstep call from a Sky agent and agreed to take a Sky TV & Broadband package (he had acually been thinking of getting Sky anyway). He signed up and agreed to £47 being taken from his bank account and installation was arranged for the following Saturday. When nobody came all day as promised he phoned Sky and after about an hour of being bounced around he was told that his installation had been cancelled the day after booking it (by Sky) as his BT tariff is a 'low user' one and could not be switched. The CS agent he spoke to basically said that this was rubbish and no grounds for cancellation so rearranged the contract over the phone and gave a new installation date.

No problem second time around and Sky TV was installed without further incident. When F-I-L checked his bank account however, an amount of £30 had been debited to Sky for the aborted installation on the day that he booked the first installation, as well as the second amount of £47 (two amounts £30+£17) for the successful installation. This was queried straight away (another lengthy phone call) and he was told that he would have to get his bank to reclaim the money. I then spoke to Sky on his behalf and they agreed to an immediate refund to his debit card. To date (4 weeks later) nothing has actually been received, so F-I-L phoned again (for an hour and 10 minutes) and Sky say they have no knowledge of the refund and that he must reclaim the money through his bank - they cannot do anything at their end. The bank however are saying that they cannot do anything as he willingly authorised the transaction and Sky MUST give the money back themselves.

Naturally we won't just let this go, but with so long being spent on the phone we must be close to having spent another £30 in phone calls! What do others think that we should do now? Does anybody have an e mail address likely to get a resolution to this or a suggestion as to what we can do to sort this out once and for all?

Any suggestions would be appreciated.

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No more phone calls and no begging letters.

Write with a bold printed heading "letter before action" and demand the amount be paid within 7 days (no more).
Also add that interest is acruing at 8% and you will be claiming back the court charges, and that no more correspondence will be entered into.

After 7 days, go on-line to -

Her Majesty's Courts Service

and make the claim, will cost about £30 which you claim back.

Thanks both for the advice. Will let you know where we end up!

Originally Posted by Highchiefolaf

Make sure you send your response to addressed to the customer relations team - it will make sure it gets answered expediently.

I should know the address as I work for Sky, but sorry can't remember it off the top of my head.

You can also e-mail them from Sky.com - but would recommend you write to them. An lba will certainly make them get their backsides into gear. It's a simple problem to resolve so god knows why it's taking them so long to resolve.

So they can play the dictator. They say when things can and can't be done and on their terms.
They are in for a shock.

Did you get this resolved?


Ida x