topic Sky switch credit nightmare- Please someone help!!! in Archive

Sky switch credit nightmare- Please someone help!!!

sura2 — Fri, 12 Nov 2021 12:54:12 GMT

We recently moved into a new built and we were signed up to BT by the developers however the internet was slow and made my working from home very difficult so I put a call to Sky to find out what deals they had, the agent then asked me if I was on a rolling contract, I told him I didn't know but I will call BT to find out, I then called BT and BT told me I was still in contract for another year and that early termination charges were £229.35, when I heard that I immediately thought I was gonna stick it out for another year, so when the agent called me back I told him I was not going to switch due to the charges I would incur, Then he said to me that Sky would pay me £200 for switching, I asked him severally if this was correct he said yes, then I asked him who would cover the remaining £29 he said unfortunately Sky can only cover up to £200 after much persuasion husband and I decided that we would switch. This was where my nightmare started, I sent all the relevant details to the switch team and it was approved HOWEVER I was only paid £100, so I called the customer service team to complain and asked why I was paid only £100 they said it was cos I switched only Broadband and not broadband and TV but this agent never told me that and so I said since I was given a false information by the agent it was only right that they rectified it on their end, because if he had told me that I was only going to be paid £100 I would not in this world have switched, I don't think anyone would and lose £129 in this current climate. they said they cannot help me that I should contact the switching team, I have done that and they are not willing to help either. I recently just lost my mum and need every penny and no one is willing to help me!!! I have asked them to listen to the phone call but they said it's down to the switching team. This is not fair, I am suffering mentally and just really upset that they can get away with this. Literally the agent gave me a false Information to get me to switch, I don't think this is an isolated occurrence.

I am absolutely disgusted by the way I have been treated, £129.34 is too much money to loose. You are Disgraceful.

Re: Sky switch credit nightmare- Please someone help!!!

GD1 — Fri, 12 Nov 2021 13:06:32 GMT

@sura2 You're ranting at fellow customers, not Sky, the sky switch service clearly states:

If you're switching to Sky and your current provider charges you to leave, here’s how we can help:

Switching to Sky Broadband? - We’ll credit you up to £100*
Switching to Sky TV? - We’ll credit you up to £100*
Switching to Sky TV & Broadband? - We’ll credit you up to £200*

https://www.sky.com/help/articles/switching-credit-offer

If you have a complaint you need to use the correct route https://www.sky.com/help/articles/how-to-make-a-complaint#make-a-complaint-contact-us

Re: Sky switch credit nightmare- Please someone help!!!

Daniel0210 — Fri, 12 Nov 2021 13:05:49 GMT

Firstly @sura2 I’m afraid you aren’t talking to Sky Customer Services here. This is primarily a customer helps customer forum and Sky won’t contact you as a result of your post on here unless there is a good reason for your post to be escalated to them. Have a read of this link if you haven't already

https://www.sky.com/help/articles/switching-credit-offer

which states up to £100 for broadband, up to £100 for tv and up to £200 if you sign up for both. Hope this helps explain.

Re: Sky switch credit nightmare- Please someone help!!!

sura2 — Fri, 12 Nov 2021 16:01:47 GMT

Thank you for replying, I know this is not an isolated occurrence hence why I am writing in this forum.

this is what the agent sent to me, clearly you can see he is saying if I took on Sky broadband and tv which I did but failed to tell me that I would have had to switch from broadband and tv from another provider but I only had broadband from another provider so he clearly gave me a false information

""Hi Surajat,

Below I have attached a link to how you can get £200 credit from sky for switching to TV and BB. ""

https://www.sky.com/shop/offers/broadbandswitchers/v1/

Switching to Sky Broadband - claim your switch

Claim up to £200 Sky account credit if your provider charges you to leave

www.sky.com

Re: Sky switch credit nightmare- Please someone help!!!

lettice — Fri, 12 Nov 2021 16:13:42 GMT

Not sure if they can hlep, but I have escalated this to you for Sky to look into this fior you.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky switch credit nightmare- Please someone help!!!

sura2 — Fri, 12 Nov 2021 16:59:20 GMT

Thank you so much

Re: Sky switch credit nightmare- Please someone help!!!

Mr+Flibbles+86 — Fri, 12 Nov 2021 17:16:42 GMT

Good evening. Unfortunately nobody on the Community team is able to deal with switch credits so it isn't something we would be able to help with. My best suggestion would be to call back in and ask to speak to a manager from the switch team to see if they will be able to look into the case further.

Re: Sky switch credit nightmare- Please someone help!!!

sura2 — Fri, 12 Nov 2021 17:47:34 GMT

Thank you, they can only be reached via email so they not willing to help sadly