Sky

[lilyx0xmunster]

hi there am posting for a friend for some advice on how to deal with a complaint to sky.

 

a friend of the family is disabled and lives in a very remote village as in there is only 1 shop (no paypoint facility) 1 post office, 1 pub etc.. you get the picture... anyway she has sky has had for over 9 years and never had any problems no late bills. no cut off etc.. anyway this month her paper bill arrived late on receiving paperbill she went straight to the post office and paid it as would normally do. ( she doesnt do banks as she doesnt trust them) however when she got up he next day sky had indeed cut her off.. on ringing them to ask why as bill had been paid she was told she'd have to wait until money had cleared their end even though the bill arrived late through royal mails fault/sky's fault she has always paid paper bill they were very unwilling to help her... speed up 5 days and magically sky phone her back and say oh we've received your payment but we are still NOT reconnecting you.... you have to pay a furhter £40 to reconnect.. when she explained she doesn't have a bank account only a post office account.. she was told go and get one then.. one relative and several hours later £40 was paid.. reluctantly i might add.. she reconnected her sky.. and was once again demanded that she go get a bank account as they will only accept payments in that format once again it was explained no bank facilities where she is not that she trusts them anyway and only has a post office account which only allows for pension payments going in and you drawing them out... after much too-ing and fro-ing they said she must find a relative on a certain day every month and make a card payment using their card.. i wasn't aware in terms of sky (remember no contract as its on a month by month) that you had to have a bank account to have sky.. i also suggested she register as being disabled with their customer services team to allow them to know the struggle it can be when something goes wrong.. they were even ruder than the last lost... we tried to raise a complaint via normal telephone number and they REFUSED to take the call.. saying sorry try someone else..

 

surely sky cannot treat customers in this way??

 

i'm all for slapping a rather nasty letter on someone's desk but will it get answers??

any suggestions guys?

 

much appreciated in advance

[locutus]

Personally I'd email the CEO [email protected] and explain the situation. I would also suggest that the fault of the late letter lies with Sky over Royal Mail, as letters sent in such bulk are rarely lost. If your friend has been a customer for 9 years, she is probably out of any minimum term (unless she has upgraded recently) so if you decide you want to deal with this over the phone, try their cancelations department (as they are paid to stop customers from leaving, they have powers to adjust bills etc...)

 

It may also be worth your friends while looking into "freesat" and getting a sky "freeview" card if she does decide to leave.

[lilyx0xmunster]

Cancellations team refused to take her call i suggested that in the beginning x the whole thing was handled very badly by the whole of customer services and need to have their skills looked at

[postggj]

this is interesting

 

i have been waiting for sky to send me confirmation of my 31 day cancellation notice

 

AFTER ME KICKING UP A FUSS WITH SKY AND THEIR 0844 NUMBER (12 PENCE PER MINUTE)

 

i finally received it yesterday dated 13/07/12

 

the envelope is marked TNT post and came into the royal mail system on 30/07/2012 (confirmed)

 

so if sky posted it via TNT post, and royal mail put it through their system on the 30/07/12

 

the only explanation is that TNT must have had the letter for two weeks before it was passed onto royal mail

 

might also explain why this poster had her sky bill arrive late as well

[locutus]

Email the CEO then.

[postggj]

it does not effect me personally as i am glad to be ditching sky in 2 weeks, those bloody adverts do my head inn

its just a note as to why customers may be getting their bills late,

 

or call me cynical, a ploy to get people onto direct debit due to the cost implications of producing paper bills

[IdaInFife]

Sky only offer dd or cc payment monthly and have enforced this over the last 12 months. If a customer was previously paying by invoices and no late payments occurred then the system automatically still issues the invoice until a payment is late and the system blocks the viewing like in this case.

 

Lily, if a good friend of your friend was to set up a direct debit for the friend in need then was to cancel it 5 days later at their bank then the system would start issuing invoices again

[SKYSTOPPER]

I have had numerous problems with Sky over the last 5 years. I have twice issued County Court claims against them and on both ocassions they paid me off £300 each time.

I suggest people who have issues with Sky email Jeremy Darrochs office giving notice of Court action. A county Court claim will only cost £35 which will be refunded if successful. Once Court action is threatened the CEO's office have a team who will contact the customer. edited out employee's name. I suggest you deal with her by email only to have a record of what she says. Don't be afraid of issuing the claim as £35 is not a lot. Actually you can issue a claim free of charge if you are unemployed etc.

Edited August 16, 2012 by IdaInFife
removed employee's name

[SKYSTOPPER]

Email Jeremy Darrochs office !

[SKYSTOPPER]

lily, If Sky are accepting money but not connecting you they are guilty of obtaining money by deception which is a criminal offence. Email Jeremy Darrochs office

[IdaInFife]

Hi Sky stopper,

 

can you give us any details of the court claims? what court and reference numbers etc so we can see it?

[IdaInFife]

lily, If Sky are accepting money but not connecting you they are guilty of obtaining money by deception which is a criminal offence. Email Jeremy Darrochs office

 

Think you will find, as with any service provider, they can terminate the services at any time.

 

And not really obtaining money by deception is it, if a customer has a overdue balance and they pay it off whether their account is blocked or not