Hi
I have 2 sky boxes a sky plus box and a standard box with multi room - I received a letter in April stating that one of the boxes was not connected properly and sky were not receiving a signal from it. I ignored this letter initially as it was connected correctly thought nothing of... it forgot about. I then received a second letter which stated again there was a problem but gave instructions on how to correct. I carried out this call back procedure on both boxes which went through fine so i thought no further problem.
Last month i went into my overdraft on my current account which has not happened for over a year. I went through my bank statements and noticed my sky bill was approx £95 from april 6. I thought this was wrong so contacted a customer service team, a very helpful girl explained that i was being charged twice and this happens all the time the call back had not gone through correctly. which i was obviously unhappy about. I frustratingly arranged an engineer to come out who visited were really professional explained that actually two call backs needed to be done which it did not state on the letter, he confirmed everything was set up correctly so I phoned sky to claim my money back.
I made a call straight after the engineer had left and spoke to a girl who told me there was "no way" i would get a refund for this much money, that i would have to put it in writing and that i could not speak to her supervisor as he was too busy doing his work... her words.
I called back after hanging up the above
support person and spoke to a guy who was really apologetic professional confirmed that i would definately get a refund back of between £250-£300 for the 6months of overpaying as he agreed I had done everything asked in your letter and my system was set up correctly. He offered to refund 2 of the payments right away but i said no as wanted it refunded in one go so he advised me to send an email to skyescualations or something like that. i emailed them I hadnt heard anything in 10days so called them tonight on the phone for an hour to be told that the escalation team had refuned one of the payments and thats it apparently it said in my notes that it was my fault!?!?!?! furious I have been told this has been past to customer relations which could take 28days. a team manager in the billing dept told me I should read my bank statement much closer and it was my fault for not reacting to the first letter? some customer service team.
I feel i have done nothing wrong but sky keep blaming me and defending themselves instead of dealing with the complaint and worst of all refusing to refund me?
Any advice out there forgive me for beginning to doubt myself but this is not my fault right???
Thanks for reading
Please do not use this forum to insult Sky staff.
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