topic Re: Crossed line charges, how to resolve? in Archive

Crossed line charges, how to resolve?

Jody96 — Thu, 24 Feb 2022 12:51:34 GMT

On the 14th Feb I had a text saying there was unusually high spend on my talk package and if it continued it would be restricted. At first I assumed it was a scam text as I don't even have a landline but i checked my future bill on the my Sky app and there were £130 of charges over the last 3 days!

I obviously immediately phoned sky and they were very helpful, sent an engineer out said they would phone me once they had his report and would wipe the charges. The engineer discovered my line had got crossed with someone else's so I was being charged for their calls.

I never recieved a call back from Sky however and have tried to contact them as the bill is now showing as £160, but I can't get through without paying "the charges owed". This is a very high amount of money that I simply don't have, and likely won't for many many months - is there any way of getting through to find out why the charges are still there and my account is restricted even though the problem has been resolved? The £160 is also "due" in March's bill so I'm confused as to why the system is trying to make me pay £140 now.....

Would I be able to get through if I used my partners phone when he gets home for example as I don't think that is linked to the account?

Obviously I can't just leave it as the £160 bill will come out as direct debit in March, (and possibly another random £140? I have no idea whats going on here), but I also can't pay that amount of money for a bill thats supposed to be £28 and for someone else to have used my line so excessively.

Re: Crossed line charges, how to resolve?

caesarome — Thu, 24 Feb 2022 13:04:14 GMT

@Jody96 wrote:

Would I be able to get through if I used my partners phone when he gets home for example as I don't think that is linked to the account?

I would give that a try @Jody96 as you might be able to get through if Sky's system do not recognise the number.

It might be that this bill was created before the engineer came out and discovered this fault.

Re: Crossed line charges, how to resolve?

Jody96 — Thu, 24 Feb 2022 13:08:31 GMT

Thank you, I will try it but I'm not holding out much hope as when I put 141 before the number, I had to type in my own number anyway and went through the whole "your account is restricted, in order to contact us you must make a payment blah blah blah".

Yes, the bill was created before the engineer came out, that's why he came because I noticed it immediately, but It has since gone up and now the account is restricted as well so I can't call them without paying to ask why they haven't called me to tell me the charges have been wiped - typical!

Re: Crossed line charges, how to resolve?

TechmanagerMal — Thu, 24 Feb 2022 16:42:34 GMT

@Jody96 wrote:
Thank you, I will try it but I'm not holding out much hope as when I put 141 before the number, I had to type in my own number anyway and went through the whole "your account is restricted, in order to contact us you must make a payment blah blah blah".

Yes, the bill was created before the engineer came out, that's why he came because I noticed it immediately, but It has since gone up and now the account is restricted as well so I can't call them without paying to ask why they haven't called me to tell me the charges have been wiped - typical!

No guarantees but try this team they may accept your call or one of the other options as you would be considered vulnerable due to financial difficulty - https://www.sky.com/help/home/accessibility-information/accessibility-info-policies/vulnerable-customers/vulnerable-customers-policy/articles/supporting-vulnerable-customers-policy#get-in-touch