How do I get this resolved??

Mini-78 — Thu, 17 Jul 2025 09:38:52 GMT

After 25 years as a Sky customer I decided to leave due to the massive increase this year. I cancelled and went to Virgin media. After 5 days of leaving I was contacted by the loyalty department who convinced me to stay at a good price and a better deal. I cancelled Virgin within my cooling off period and the loyalty team called me again later that day to confirm my new offer.
The call handler then continued to up the price stating he forgot to add items on. In the end the manager Kieron dealt with the matter and I agreed to a contract term, fixed price and a package. Thankfully I recorded this call to prove what was agreed.

Since this date my sky account has become a complete mess, services removed, then added repeatedly with incorrect billing.
I have spoken to 14 different call handlers all assuring me it would be sorted but it hasn't. On asking to speak to the most helpful call handler again I got told to call again as it is pot luck who answers the phone and in what country.
I have raised 3 complaints to get this resolved and all have been closed without resolving it or speaking to me, yet the emails I receive state it has been closed and resolved, yet they have made my account worse. I have asked for a deadlock letter and that has also been ignored, probably because they believe they have resolved it.

Please, please, please can someone tell me what or where I need to go to get this sorted?

Re: How do I get this resolved??

Daniel0210 — Thu, 17 Jul 2025 09:56:52 GMT

@Mini-78

You have taken the correct action in making a complaint but making multiple complaints is likely to see most of then closed to repeat duplicate responses / investigation.

Sky have up to 8 weeks to resolve a complaint or issue a deadlock letter.

Re: How do I get this resolved??

Mini-78 — Thu, 17 Jul 2025 10:00:09 GMT

Thank you, I don't know that.

I shall wait for the full 8 weeks to be up and then hopefully they will issue one.

Re: How do I get this resolved??

Mini-78 — Thu, 17 Jul 2025 10:01:55 GMT

sorry, I meant thank you, I didn't know that.

topic Re: How do I get this resolved?? in Account & Billing

How do I get this resolved??

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