Quote:
Sky Subscriber Services Ltd.
4 Mackintosh Road,
Kirkton Campus,
Livingstone.
West Lothian.
EH54 7BW.
1st September 2008.
Account number : 6200********.
I am writing in utter disgust at the way my cancellation of Sky TV has been handled and as of yet is still unresolved.
June 30th 2008 (15.16 hours)
I initially contacted Sky, by telephone, on the date above, requesting that my service be cancelled, I do not recall who I spoke to. After being told that I am a valued customer having been with Sky for a number of years, I was offered some sort of package upgrade, which I refused, as I simply wanted it cancelled. The lady I spoke to eventually told me that my service would cease as of the 30th July 2008. Immediately after being given this date, the telephone line went dead, with a constant beep, as if I had been cut off. I waited for a return call, which was not forthcoming. I had no intention of calling back as I had already been cut off once prior to this, while going through the automation process. As I now had a date I thought that it would be dealt with, so I put in process a direct debit cancellation, to come into effect after my July payment had been made.
July 29th 2008 (19.14 hours)
I returned from my holiday on the date above to find I had a letter from Sky, dated the 16th July 2008, stating that I had cancelled my direct debit etc etc. I also received a bill dated 27th July 2008 stating that I owed a payment of £49.59, which was basically for the coming August, plus the first nine days of September and also an admin fee. So I immediately telephoned Sky, and spoke to a lady named Anne. She told me that my original call was logged on the system and also logged was the fact that the call had ended abruptly. She then told me that there are strict procedures to be followed in the event that a call is ended in this way and that she would be reporting the lady I spoke to in my first call, as she had not followed these procedures, which included calling me back. Then Anne told me that the lady I spoke to in my first call, had not even put my disconnection into process! Anne then went to speak to her supervisor/manager and when she came back offered me another free upgrade, which I once again refused, she said that her manager had authorised, although unusual, my original cut off date to be put into place, 30th July 2008, effectively the following day, due to the aforementioned misunderstanding. She then went on to amend my bill where she said that it would balance out upon my termination of service.
July 31st 2008 (15.04 hours)
I noticed my Sky was still active as of this date, so I telephoned once again and spoke to a gentleman called Ewan. He told me that Anne, who I spoke to in call two above, had not actually put a date into the system for my disconnection! I then explained about the letter I had received and I was told to ignore it, as I had “technically” been disconnected. He told me he had zeroed my bill and said my service would terminate in a day or two. I checked my online billing during this call and I pointed out to Ewan that it was still showing a balance, he said it would probably zero itself out upon termination of service, which it has not done.
I called again a few days later, as I was still receiving Sky, the date I cannot remember, but it was around the 19th August I would imagine, the time of this call was 15.08 hours. My call was answered by what sounded like a Jamaican woman who simply said “hello” I then asked if I was speaking to a representative of Sky, and she said I was and I think she said her name was Caroline, I pointed out that it was not a professional way to answer an incoming call by not announcing the company name, as I was unsure who I was speaking to, I was then cut off ! I called back again and by now it was approximately 15.15 hours and spoke to a gentleman who’s name I did not initially hear, I then asked him to repeat his name , where he refused. I went through the whole saga once more with this person, and at one point he said something along the lines of “what do you want me to do” I pointed out that I had, on at least two if not three occasions been told that I would be cut off on the 30th July and I told him that I would not be paying any more bills that were sent to me. Then he suddenly seemed to change his mind, he told me to ignore the current bill for £38.92 I had now received, and told me my Sky would simply go off in a day or two, I asked for confirmation of this and he would speak to his manager and get her to send me confirmation through the post that it was all terminated etc. My Sky went off the very same night, then suddenly turned back on again on Saturday 23rd August, and then turned off again on Sunday 24th August. I am still waiting for this confirmation letter to arrive, almost two weeks later.
27th August 2008
I have now, once again received a bill and a letter informing me that I still owe £38.92. I have tried telephoning three times now only to be told the lines are busy and I should try again later, I am fed up of “trying again later” I am also fed up of Sky sending me letters and bills for money I simply do not owe. I cannot see how I owe this money as I requested and received a date for termination. The payment for the final month was paid, in full, Sky left my service running and try to bill me for it! and how you can even try and bill me for the whole of August and part of September anyway, when my service was finally terminated on the 24th August is totally beyond me.
I can assure you that all details I have stated above are as accurate as I can remember or have logged down and as all calls that you receive are recorded for “training purposes” I would expect someone to check them through and get back to me ASAP. My address you will have and my telephone number is 07********** should you wish to speak to me in person.
-------------------------------------------
Neil L*****.
{A “valued customer” apparently.}
