Lies by Sky win back team

[Wildbanker290]

I am posting this in the hope that someone might be able to help me with my next steps.

Basically, I decided about two weeks ago that I would try to make some monthly savings and cut the £66/month I have been spending with Sky for their broadband, calls and TV package. After shopping around I decided to move to another provider who was over £30 per month cheaper for a similar service (with a fibre broadband also to be included) and rang Sky to cancel my broadband and TV, to allow the other provider to take over.

I was then called several times by Sky's win back team, and eventually spoke to someone who made various offers but eventually offered to reduce my £66/month to £40, with my rubbish and unreliable broadband service being upgraded to fibre as part of the package. I was unsure whether to accept so said I would be persuaded if they also gave me the free TV they were offering new customers at the moment.

The Sky person agreed to that, but said he couldn't put the deal through at that time as my transfer to another provider would need to be cancelled first, to allow the changes to be made. So I then rang the other provider and cancelled my order, expecting to hear back from Sky (as promised) with conformation of the new account changes and agreed terms.

I heard nothing for a couple of days so rang Sky - the person I spoke to was apologetic that the changes hadn't been put through but more worrying was that there didn't appear to be any notes on my account to record what had been agreed.

Several very frustrating phone calls later I have been able to get the monthly reduction and broadband upgrade actioned but I am being told that a free TV was never offered (and that I must be making that up!). Further, they claim to have listened to the transcripts of my call and say it was never discussed!

Now I don't like being called a liar or a lunatic, but that can be the only option other than that Sky are a complete bunch of liars who say one thing on the phone to win back custom with no intention of honouring the agreement. They have even made me pay £10 to have a written transcript of the phone call, but are saying they can't let me have a copy of the voice recording, which they must have to make the transcript.

So I am now at the complaint and Ombudsman stage - is it worth it though? Is there any point?

Does anyone else have any similar experiences?

[reddwarfcrew]

Ask for a Subject Access Request, this is a formal request under Data Protection Act Laws for sky to release all copies of any information they have on their systems which include phone recordings.

They cannot refuse a SAR, but they can charge a fee for it.

https://ico.org.uk/media/1065/subjec...f-practice.pdf

[Wildbanker290]

Ask for a Subject Access Request, this is a formal request under Data Protection Act Laws for sky to release all copies of any information they have on their systems which include phone recordings.

They cannot refuse a SAR, but they can charge a fee for it.

https://ico.org.uk/media/1065/subjec...f-practice.pdf

Thanks for that-that's really helpful.

[The Realist]

I've never ever seen Sky offer a free TV package and I hope you get this issue resolved asap.

But sometimes miss communication does happen.

Good luck.

[Wildbanker290]

I've never ever seen Sky offer a free TV package and I hope you get this issue resolved asap.

But sometimes miss communication does happen.

Good luck.

Thanks. They often have TV packages on offer for new customers.

Let's face it...the mugs like me who pay full whack and only get a deal when you finally decide to look for a cheaper offer subsidise all those offers for new customers.

I am not suggesting Sky were offering a TV package but when I asked for it as an incentive to stay with them the 'win-back' person agreed to it. Presumably he shouldn't have done which is why they have welched on the offer and are now denying it was made.

[moleman]

I wonder if this is a misunderstanding of what was meant? You seem to think "TV package" includes an actual TV whereas the agent may have thought "TV package" meant a service (often called a bundle).

Just a possibility.

[Wildbanker290]

I'm afraid I couldn't have been clearer - no room for misunderstanding on my part. I asked for a free TV, as it is currently being offered to new customers.

It was agreed.

Then not agreed.

I am not so simple as to think a "TV package" could be interpreted that way but thank you for your most helpful comments.

[James_Mitchell]

Ask for a Subject Access Request, this is a formal request under Data Protection Act Laws for sky to release all copies of any information they have on their systems which include phone recordings.

They cannot refuse a SAR, but they can charge a fee for it.

https://ico.org.uk/media/1065/subjec...f-practice.pdf

There is no charge for requesting this from Sky, however, it's not easy to request. Only managers can put though a SAR request and not all of them seem to know how to process it. When I did this a few months ago it took several phone calls but I did eventually get everything sent.

Be prepared though, as Sky will send you EVERYTHING including every bill they have ever issued for you. I ended up with approx 1500 pages of info.

[Racey43]

I've recently had a complaint dealt with by the Ombudsman (not Sky related). They will only deal with "evidence, such as letters and documents" so you will need to get a transcript of the conversation from Sky, I think.
I found the Ombudsman easy to deal with and, of course, it's free.
Good luck.

[Scubbie]

I've recently had a complaint dealt with by the Ombudsman (not Sky related). They will only deal with "evidence, such as letters and documents" so you will need to get a transcript of the conversation from Sky, I think.
I found the Ombudsman easy to deal with and, of course, it's free.
Good luck.

It's important to note too that Sky record virtually all their telephone calls. I'm not sure how long they keep them for currently.