topic Re: Horrendous service! in Sky Mobile

Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:18:37 GMT

We have been fighting for two weeks to get a resolution after SKY sent a mobile phone to the wrong address and is now charging my daughter for two phones! This even though my daughter travelled from Kent to East London to pick it up and return it! It is impossible to speak to someone who can sort it out! They don't call back. You cannot get any response in writing to confirm calls made and a proper process is in place. We are blocked and shifted from call handler to call handler. One also confided with us and said they were in fear of losing there job if they escalated! CEO has not responded to email inquiry so I suspect this is. a top down process. SHOCKING customer service from SKY. Have been a customer for decades and I cannot believe the ineptitude of SKY. They are now fraudulently taking money from my daughters account for an error made by them which we have done everything we can to try and resolve. At a lose! My advice. Steer clear of a new SKY mobile contract.

Re: Horrendous service!

caesarome — Tue, 16 Sep 2025 19:21:45 GMT

@Trev2171 wrote:

We have been fighting for two weeks to get a resolution after SKY sent a mobile phone to the wrong address

The phone should only be delivered to the address on the account at the time it was ordered or are you saying the courier DPD delivered it to the wrong address, if this is the case Sky should have contacted them about this so in the meantime the device does have to be paid even though you have not got it.

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:28:01 GMT

The phone was sent to an address she used to live at even though she told them the correct address. I was with her when she ordered it. DPD should not have dropped the phone as there was no one with her surname to pick it up. A friend of a friend took it in. My daughter contacted SKY and they blocked it then sent another to the correct address. Now they are charging for two phones even though she has returned at her own inconvenience.

Re: Horrendous service!

Daniel0210 — Tue, 16 Sep 2025 19:30:18 GMT

@Trev2171

As long as she has proof of posting the blocked one back to Sky there shouldn't be a problem getting the refund.

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:31:35 GMT

She has proof and has sent it to them. But we cannot get any answers from them.

Re: Horrendous service!

Daniel0210 — Tue, 16 Sep 2025 19:33:55 GMT

@Trev2171

Providing she sent it to the correct address (using labels Sky sent) it'll take a few weeks for it to be processed.

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:38:11 GMT

That maybe the case but I fail to see why it should cost her a penny when it was not her error. In fact they owe her money for the inconvenience and train fares. Thanks for your input. But my view of SKY and it's terrible customer services (not the call handlers) but the set up is un changed!

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:50:08 GMT

Given it some thought. It's fraudulent activity! Disgusting behaviour!

Re: Horrendous service!

Daniel0210 — Tue, 16 Sep 2025 19:53:12 GMT

@Trev2171

It's a mess, and a mess that needs sorting asap by Sky but it's not fraud.

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 19:58:45 GMT

That's what we call it in my world!

Re: Horrendous service!

Jon34 — Tue, 16 Sep 2025 19:59:54 GMT

This is appalling and sadly a common theme.

Sales are processed at incredible speeds, returns are done at a snails pace.

You can ask the bank to return the direct debit, if the bill is incorrect. Though you should only do this if your confident that it's sky's mistakes 100%.

Care should also be taken to make a manual payment for the correct amount and it may affect your credit file

Ideally you'd have proof of phone calls (time and duration will suffice as calls are recorded)

After you have made a complaint to sky and given them a chance to respond you can take your complaint up with the regulator ofcom.

They can't ignore these as easily as complaints directly from a customer

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 20:08:51 GMT

Already on it and looking up options. Sure this may be of interest to some TV shows, social media etc. Given the appalling service we have received so far I suspect we are not the only people extremely disappointed. Thanks for your input.

Re: Horrendous service!

Jon34 — Tue, 16 Sep 2025 20:21:48 GMT

It's all about making profit, and keeping as much money in the bank, companies like sky make thousands in interest alone holding on to people's money

Re: Horrendous service!

daveNOS — Tue, 16 Sep 2025 20:29:21 GMT

@Trev2171 wrote:
Given it some thought. It's fraudulent activity! Disgusting behaviour!

@Trev2171 What's happened is in no way fraud, your daughter ordered the phone and it simply got delivered to an old address, something that shouldn't have happened but did.

It would only be fraud if someone else ordered it using her details(which didn't happen).

Payments will be taken until the returned device has been processed at the returns centre, that would happen with any provider.

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 20:50:31 GMT

Many definitions for Fraud. Find it interesting that the conversation is heading in this direction.? Interesting that you seem to be so certain it's not fraud. Maybe you have some legal background. I would suggest that fraud by deception/misrepresentation could be considered as my daughter was not told that this was a possible outcome to renewing a phone contract. At no point was she advised that if SKY made an error she would be financially penalised. If she had I would have told her not to take the contract. This face it, who would have thought that would even be possible. But clearly for SKY this is normal practice? SKY is now benefiting from my daughters income without her permission. Like I said in my world, sounds like fraudulent to me. But what do I know I have no legal qualifications.

Re: Horrendous service!

Jon34 — Tue, 16 Sep 2025 21:11:30 GMT

Don't get me wrong, it's horrible and both stressful if it seems that you aren't getting anywhere.

I can't see where this is fraud, deceptive or misrepresentation.

It could just be the case that although the address details had been updated, they hadn't taken effect in the correct system and when the delivery sticker was issued it had the old address, the sales person isn't going to know this as they just sit on the desk making orders.

Sadly this just means it was an error.

Just be patient it will get sorted, if not take it up with the bank and the regulator as I previously said

Re: Horrendous service!

Trev2171 — Tue, 16 Sep 2025 21:14:27 GMT

Think this conversation has run its course. Thanks for your input. ............