Sky refuses to raise a complaint about sky engineer adding package without permission

Lily+Struthers — Wed, 28 May 2025 10:21:45 GMT

In February, we had a sky engineer attend the house about a fault, luckily the fault remedied that morning so whilst sat on the drive (still in the vehicle, we kept all the footage) we told the engineer we didn't need help and sorry to of wasted his time, somehow during this brief interaction he added a sky sports package without my knowledge or permission. Today I asked to be reimbursed after noticing that I had been charged for this package. They said they would only cancel the package, I asked for a manager..then I was told they would credit me £40 (still not reaching the amount I've been wrongfully charged)....I asked for a manager....I was then offered full credit and I asked for a complaint to be raised about the engineer (I recorded the calls myself). The complaint was closed immediately after ending the call despite during playback it being made clear that I wanted this raised separately.

I called back, asked why it was closed, they said because I was reimbursed. I said this should be a separate issue and we have the phone recording. I asked for it to be repointed, they said no. I asked for a new complaint to be raised instead then, the sky help said no. They said they will raise an internal investigation only. Which leads me no trail as to why someone added something without my permission. I've been with sky 7 years and spent 2 hours on the phone because someone did something without my permission and they won't allow me to raise a complaint. It's all highly suspicious and you essentially tried to call me a liar and say I added the package with the engineer. Thankfully we kept ring footage of everything. I would like a complaint to be raised and investigated properly, not internally. How do I go about this.

Re: Sky refuses to raise a complaint about sky engineer adding package without permission

PandJ2020 — Wed, 28 May 2025 11:13:21 GMT

@Lily+Struthers wrote:
I would like a complaint to be raised and investigated properly, not internally. How do I go about this.

https://www.sky.com/help/articles/how-to-make-a-complaint

topic Re: Sky refuses to raise a complaint about sky engineer adding package without permission in Sky Q

Sky refuses to raise a complaint about sky engineer adding package without permission

Re: Sky refuses to raise a complaint about sky engineer adding package without permission