topic Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience in Account & Billing

Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

hsaha — Mon, 26 Aug 2024 11:08:47 GMT

Dear Sky Customer Service,

I hope this message finds you well. I am writing to formally lodge a complaint regarding an issue that I have recently encountered with my Sky account.

I was on an 18-month contract with Sky, during which I agreed to pay £99 per month for the services provided. However, after this contract ended, I was shocked to discover that my monthly charges had increased to £140 without my consent or any prior notification. This significant increase was both unexpected and unauthorized, and I find it wholly unacceptable.

To address this issue, I contacted your customer service team, who I understand are based in India. Unfortunately, my experience with them was extremely disappointing. Despite explaining my concerns and requesting an escalation of the issue, the agents I spoke to were unwilling to assist me or offer a satisfactory solution. Instead of resolving my concerns, they left me with no choice but to request the discontinuation of all Sky services except for broadband, for which I was happy to continue paying. However, before any resolution could be reached, the call was abruptly terminated by the agent.

This experience has been incredibly frustrating and has left me feeling both undervalued as a customer and dissatisfied with Sky’s service. The fact that I was charged without my consent is a serious matter, and the poor handling of my concerns by your customer service team only compounds the issue.

I kindly request the following actions to be taken immediately:

Refund the overcharged amount: Please refund the difference between the £140 charged and the agreed-upon £99 for each month that I was overcharged.
Correct the ongoing charges: Adjust my monthly bill to reflect the correct amount moving forward, or confirm the discontinuation of all services except for broadband as requested.
Address the customer service issue: I request that you investigate the poor handling of my complaint by your customer service agents and ensure that such issues are not repeated in the future.

I expect a prompt resolution to this matter and would appreciate a response within the next 7 days. Failure to address this issue adequately may leave me with no option but to escalate the matter further through the relevant regulatory bodies.

Thank you for your immediate attention to this issue.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

PandJ2020 — Mon, 26 Aug 2024 11:33:12 GMT

@hsaha wrote:
Dear Sky Customer Service,
I hope this message finds you well.

Nope - this is a customer helps customer forum...

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

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

PandJ2020 — Mon, 26 Aug 2024 11:36:06 GMT

@hsaha wrote:
I was on an 18-month contract with Sky, during which I agreed to pay £99 per month for the services provided. However, after this contract ended, I was shocked to discover that my monthly charges had increased to £140 without my consent or any prior notification. This significant increase was both unexpected and unauthorized

As an aside, the contract didn't end. The minimum term discounts (which you were advised of at the start of your agreement) ended. If you take no action then the discounts disappear and you pay full retail price. Fully expected and didn't need authorisation to change.

You either agree a new contract term (and discounts), pay full list price (for which you can give 31 days notice to leave) or give notice to leave. I don't think you have good grounds for a 'complaint' anyway.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

GD1 — Mon, 26 Aug 2024 11:39:21 GMT

@hsaha If your discounts have ended then your prices revert to the listed price, in this case there is nothing for Sky to refund as this will have been explained when you took out the new deal.

You contract does not end but continues at the listed prices until you give notice to cancel or negotiate a new deal

The T & C's are clear, failure to read them does not mean you get a refund, I can't see how you can be shocked that you took a discounted deal for 18 months and after this point your prices reverted to the list price, what did you expect would happen?

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

hsaha — Mon, 26 Aug 2024 11:43:31 GMT

Thanks! i see there are few genuine customers too 🙂 lol

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

Daniel0210 — Mon, 26 Aug 2024 12:21:08 GMT

@hsaha wrote:

I am writing to formally lodge a complaint regarding an issue that I have recently encountered with my Sky account.

You aren't making a complaint by posting on here.

I was on an 18-month contract with Sky, during which I agreed to pay £99 per month for the services provided. However, after this contract ended, I was shocked to discover that my monthly charges had increased to £140 without my consent or any prior notification. This significant increase was both unexpected and unauthorized, and I find it wholly unacceptable.

As already explained by others Sky don't need authorisation. It automatically reverts to the standard undiscounted price unless you do something about it which is

a) contact Sky and negotiate a new discount which will now involve committing to a 24 month minimum term deal or

b) contact Sky and cancel your subscription giving the appropriate notice.

To address this issue, I contacted your customer service team, who I understand are based in India.

Some Customer Service agents are based overseas including in India.

they left me with no choice but to request the discontinuation of all Sky services except for broadband, for which I was happy to continue paying.

The same will apply when your broadband discounts next expire.

I expect a prompt resolution to this matter and would appreciate a response within the next 7 days.

For your particular situation you won't receive a response from Sky on here.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

PandJ2020 — Mon, 26 Aug 2024 12:19:14 GMT

@hsaha wrote:
Thanks! i see there are few genuine customers too 🙂 lol

Any Sky employees are clearly marked - everyone else is a customer like you.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

TimmyBGood — Mon, 26 Aug 2024 14:00:07 GMT

@hsaha wrote:

I was on an 18-month contract with Sky, during which I agreed to pay £99 per month for the services provided. However, after this contract ended, I was shocked to discover that my monthly charges had increased to £140 without my consent or any prior notification. This significant increase was both unexpected and unauthorized, and I find it wholly unacceptable

You've very successfully answered your own query in those four words.

@hsaha wrote:

Failure to address this issue adequately may leave me with no option but to escalate the matter further through the relevant regulatory bodies.

The 'regulatory bodies' would refer you back to the agreement you signed up to, which covers reversion to list pricing at the end of the initial discounted minimum term.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

Linda145 — Thu, 31 Oct 2024 12:32:14 GMT

I paid that price last month what should it be

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

daveNOS — Thu, 31 Oct 2024 12:57:15 GMT

@Linda145 wrote:
I paid that price last month what should it be

@Linda145 Nobody here can possible know what you've paid or what it should be, we are just fellow customers with no access to anyone elses bills.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

MarkGoldsmith — Thu, 31 Oct 2024 13:09:49 GMT

@Linda145 wrote:
I paid that price last month what should it be

The only set prices are the out of contract list prices and the new customer deals. Everyone else will be on their own negotiated contracted rates that they agreed with Sky so it's not really possible to answer the question of "what should u be paying?"

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

Mark39 — Thu, 31 Oct 2024 13:28:12 GMT

@Linda145 wrote:

I paid that price last month what should it be

Depends on your Sky services. You can usually find the out of contract price for each service in the 'legal bit' at the bottom of Sky's web page for each service.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

Marydoll — Sun, 24 Nov 2024 20:44:17 GMT

Hi there,my contract ended last month but I am still paying the same amount

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

Daniel0210 — Sun, 24 Nov 2024 21:02:42 GMT

@Marydoll

If you haven't actually cancelled that'll explain why you're still being charged.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

caesarome — Sun, 24 Nov 2024 22:10:04 GMT

@Marydoll wrote:
Hi there,my contract ended last month

@Marydoll

Your contract doesn't actually end until you have given the required notice to leave, all that is ending is the minimum term meaning you are free to put in your notice to leave.

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

ShyamalaDevakum — Tue, 03 Dec 2024 18:57:29 GMT

I need poor customer services addressed asap

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

ShyamalaDevakum — Tue, 03 Dec 2024 19:02:06 GMT

Please tell me why my iPhone device that was added twice in error for iPhone 16 pro & iPhone 16 max was not deleted as promised it will be fixed today?? Wasting my time. The case happened 1.5 week ago

Re: Urgent Complaint Regarding Unauthorized Charges and Poor Customer Service Experience

PandJ2020 — Tue, 03 Dec 2024 19:06:08 GMT

@ShyamalaDevakum wrote:
Please tell me why my iPhone device that was added twice in error for iPhone 16 pro & iPhone 16 max was not deleted as promised it will be fixed today?? Wasting my time. The case happened 1.5 week ago

We're other customers here so probably can't answer that.