topic Re: Contract renewal complaint in Account & Billing

Contract renewal complaint

buts1982 — Tue, 26 Nov 2024 20:20:09 GMT

Id like to raise a formal complaint about the service I have received.

i have spent hours on the phone and been given wrong information, promised call backs which dont happen and ive just rung to chase a failed called back to be told a new contract had been agreed on my last call!!

ive been with sky over 10 years and just come to renew.

i rang up to advise I wouldnt be renewing as I had a better offer from sky.

the first person i spoke to wouldnt offer any new deals without me cancelling my cancellation and just said it would be £180 a month.

the second person i spoke to advised there was a technical issue on my account and she couldnt given a price until IT had resolved the problem, scheduled in a call back for Friday 22nd at 13:00. I asked if there would be any loss of service and she explained there wouldnt.

following day internet went off.

Didnt call back.

spoke to someone for 1.5 hours at 6pm on 22/11 who "listened" understood my issue couldnt believe how bad id been treated, even laughed at some of the information id been told as it was so bad. Told me he would speak with his manager about a renewal price and to ignore any emails that came through as the price wasnt agreed. Promised to call me 26/11.

no call 26/11 so ive rung back today to be advised the contract price had been agreed on the call 22/11 and no call back logged.

this is fraud. I havent agreed to any contract but the person i spoke to advised no managers available to help.

i need someone to help me please.

Re: Contract renewal complaint

GD1 — Tue, 26 Nov 2024 20:24:06 GMT

@buts1982 You can't file a complaint through a public forum, no one from Sky will know who you are from your post, nor will it be picked up by Sky customer services, the corecct steps to raise a complaint are detailed in the link at the bottom of this community. https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: Contract renewal complaint

PandJ2020 — Tue, 26 Nov 2024 20:24:10 GMT

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

Re: Contract renewal complaint

caesarome — Tue, 26 Nov 2024 20:24:40 GMT

@buts1982 wrote:

Id like to raise a formal complaint about the service I have received.

You can do that here:

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

Re: Contract renewal complaint

Vernon1234 — Wed, 08 Jan 2025 11:05:30 GMT

Sky are very manipulative when you try to not renew your contract.

6 weeks prior to the end of my contract with the TV package, I emailed Sky telling them not to renew my contract at the end of its time.

To my shock, they renewed it anyway and tried to take payment, but I cancelled my DD.

I did not watch much on sky, so decided not to renew.

They have now refered to a dept collection company to get money back for a service that I asked not to renew.

I have sent streaming device back, so no way of actually watching sky, but they said I cancelled the contract, but not the account, so still active and I owe them money.

Very disappointed with such a big player, who are just exploiting customers to get more money.

Re: Contract renewal complaint

Daniel0210 — Wed, 08 Jan 2025 11:15:48 GMT

@Vernon1234 wrote:

Sky are very manipulative when you try to not renew your contract.

6 weeks prior to the end of my contract with the TV package, I emailed Sky telling them not to renew my contract at the end of its time.

Sky don't use email for 'general' communication although I believe there is a specific email option to cancel so you may have sent your message to an incorrect email address.

To my shock, they renewed it anyway and tried to take payment, but I cancelled my DD.

As you've now discovered not a wise move which has caused you all sorts of added problems including not being able to call Sky.

I did not watch much on sky, so decided not to renew.

They have now refered to a dept collection company to get money back for a service that I asked not to renew.

I have sent streaming device back, so no way of actually watching sky, but they said I cancelled the contract, but not the account, so still active and I owe them money.

Very disappointed with such a big player, who are just exploiting customers to get more money.

Now Sky have passed the debt to a debt collection company you need to deal with them now.

Re: Contract renewal complaint

Mark39 — Wed, 08 Jan 2025 11:21:02 GMT

@Vernon1234 you're misunderstanding the terms of your contract. There's no fixed term contract and no automatic renewal. When you sign up with Sky, your contract continues unti,l you give specific notice to cancel it. All that happens when your discounted minimum term expires, is that from that point you pay the standard price.

Re: Contract renewal complaint

Vernon1234 — Wed, 08 Jan 2025 11:22:01 GMT

The dept company have asked me to contact Sky as they can't see why they didn't cancel.

From the information I sent the dept company,they have put the file on hold at the moment.

Sky said they cancelled my contract, but not my account which was still active.

Not sure what difference it makes.

I asked them not to renew at the end of its term, but they still tried to collect money

Re: Contract renewal complaint

PandJ2020 — Wed, 08 Jan 2025 11:49:42 GMT

@Vernon1234 wrote:
The dept company have asked me to contact Sky as they can't see why they didn't cancel.
From the information I sent the dept company,they have put the file on hold at the moment.
Sky said they cancelled my contract, but not my account which was still active.
Not sure what difference it makes.
I asked them not to renew at the end of its term, but they still tried to collect money

Do you have a question?

Re: Contract renewal complaint

MMaw — Thu, 06 Feb 2025 10:08:38 GMT

I had the same issue on 27/12/24, you are correct this is fraud

Re: Contract renewal complaint

Mark39 — Thu, 06 Feb 2025 10:12:28 GMT

@MMaw wrote:

I had the same issue on 27/12/24, you are correct this is fraud

What issue? What are you referring to?

Re: Contract renewal complaint

Vernon1234 — Thu, 06 Feb 2025 17:31:40 GMT

I asked Sky NOT to renew my contract with them at the end of its term via email and by phone.

When the contract was at an end, they still tried to collect money from the account.

They then referred to dept collection company.

Sky informed me they didn't renew my contract, it's that I didn't cancel my account with them.

This is a play on words and they should not be able to steal from people, when they cancel.

They said cancelling my contract and cancelling my account were two different things, even though I told them I don't watch Sky so not worth me paying for it.

They are scammers and should understand what the customer wants and not be out for every penny they can get.

Very disappointed with them.

Re: Contract renewal complaint

Mark39 — Thu, 06 Feb 2025 17:39:37 GMT

@Vernon1234 your contract with Sky continues after your minimum term ends until you specifically give 31 days notice to cancel (14 days for broadband) it. There's no concept of renewal.

Re: Contract renewal complaint

Vernon1234 — Thu, 06 Feb 2025 18:37:57 GMT

I cancelled 6 weeks before the end of my contract. They said contract was ended, but as I didn't close my account it was still active and charged me accordingly.

Terrible customer service.

Re: Contract renewal complaint

Mark39 — Thu, 06 Feb 2025 19:52:47 GMT

@Vernon1234 that's not what you said in your other post. Did you receive confirmation of your cancellation?

Re: Contract renewal complaint

Vernon1234 — Fri, 07 Feb 2025 14:30:57 GMT

Actually my last post was incorrect.

I didn't cancel, I asked not to renew my contract which was coming to an end in 6 weeks time. If I cancelled I would of received a penalty for cutting my contract short.

I received confirmation on not renewing my contract and if the viewing box they received back.

Apparently because my account was still live, they could charge me full rate as I was out of contact.

(removed)

Moderator note: Removed inappropriate language

Re: Contract renewal complaint

Mark39 — Fri, 07 Feb 2025 09:27:42 GMT

More a case of you not understanding the terms and conditions you signed up to.

Re: Contract renewal complaint

Vernon1234 — Fri, 07 Feb 2025 13:33:02 GMT

Something tells me you work for Sky.

Sky use loop holes which they use to rip you off.

Not to renew a contract, you expect to not pay anything going forward.

Not a technically that you didn't cancel your account.

Re: Contract renewal complaint

PandJ2020 — Fri, 07 Feb 2025 13:37:10 GMT

@Vernon1234 wrote:
Something tells me you work for Sky.

You'd be wrong.

Not to renew a contract, you expect to not pay anything going forward.
Not a technically that you didn't cancel your account.

I think the confusion becomes because the industry calls discount 'in contract'. Even without such discounts you are still governed by a contract.

Re: Contract renewal complaint

daveNOS — Fri, 07 Feb 2025 13:38:58 GMT

@Vernon1234 wrote:
Something tells me you work for Sky.

Sky use loop holes which they use to rip you off.

Not to renew a contract, you expect to not pay anything going forward.
Not a technically that you didn't cancel your account.

@Vernon1234 Mark does not work for Sky in any capacity, if he did then he would have "Sky employee" listed under his username like the rest of the Sky staff here.

Not renewing your contract does not mean it stops when the minimum term ends, all it means is your not renewing for a new minimum term, if you don't cancel then it continues on a monthly rolling basis.