topic Complaint in Account & Billing

Complaint

PMK1 — Mon, 09 Dec 2024 10:01:48 GMT

I need to speak with a UK person ref the above. I have been in conact with Sky (India) over 6 times during the last 3 weeks. All of them promise to ammend my account (due a £37 refund) but is does not happen. Each occasion they claim there has been a glich on my account and this has been resolved at each call but it is simply not true. The account reamins unaltered.

It has been so bade that I had rasied a complaint 9see above Case Ref) and receievd an e-mail. I responed to this e-mail yet when I callled again afterwards Sky has no record of the comeplain response.

I hav ebeen with Sky for over 10 years and my contract is due next year. IF this is an example of how a simple transaction is handled I will certainly be looking for other options.

Moderator note: Removed personal/identifiable details from title

Re: Complaint

caesarome — Mon, 09 Dec 2024 10:02:56 GMT

@PMK1

Do you see a £37 credit on your account ?

Re: Complaint

PMK1 — Mon, 09 Dec 2024 14:03:23 GMT

Not the full amount. I have at last seen (yesterday) a £15 credit applied to the next Bill, but not the additonal £22. So it seems as though after 4 plus weeks they (India) can action something but not the full amount.

Totally frustrated with it all!

Re: Complaint

Anonymous — Mon, 09 Dec 2024 15:38:09 GMT

Hi,

The majority of all Sky support is now based in India and calling Sky results in you being transferred to the next available support agent then you will almost always be dealing with an India based agent but they should be able to action anything a UK based agent can

Re: Complaint

PMK1 — Mon, 09 Dec 2024 17:28:32 GMT

I spoke to 5 people in India over a period of 3 weeks. All of them promised to action the re-fund but it did not happen. One one occasion I recieved a txt message confirming transfer immediately after my call but it still did not occur.

one of the later calls to India resulted in my asking for a UK contact. She said that she didn't have that option. She then suggested I call her back on the same number to see if I could get a UK contact.

Couldn't understand that. perhaps you have to call sky out of Indian office hours to obtain a UK person!!!

Re: Complaint

caesarome — Mon, 09 Dec 2024 17:32:43 GMT

You might want to fill in this form to register a complaint:

https://www.sky.com/help/complaints

Re: Complaint

Mark39 — Mon, 09 Dec 2024 17:57:44 GMT

@PMK1 wrote:

I spoke to 5 people in India over a period of 3 weeks. All of them promised to action the re-fund but it did not happen.

We've seen this before. I suspect they did action the refund, but there's an underlying reason why it hasn't been processed.