topic Re: Disgraceful Bereavement Policy in Account & Billing

Disgraceful Bereavement Policy

SKYNoCompassion — Sun, 27 Jul 2025 12:03:33 GMT

Recently my close friend died at the age of 64 from a debilitating condition MSA. In his final years his wonderful wife took complete control of financial matters and subscriptions and billing as my friend was not even capable of feeding himself.

My anger at SKY is that his wife has been informed by SKY that because the SKY account is in her name they refuse to cancel all the additional and expensive extra add ons she added to make his final days more bearable. So now she is paying a fortune for services she doesn't need with a much reduced income.

How can this be an acceptable company policy when someone is grieving for the loss of l9ved one.

Any one have any helpful advice or positive outcomes for a similar situation?

SKY Customer Support how do you sleep at night!

Re: Disgraceful Bereavement Policy

caesarome — Sun, 27 Jul 2025 12:06:35 GMT

@SKYNoCompassion

You are not talking to Sky support on here as we are customers who help each other.

Has your friends's wife spoken to the specialist team at Sky about this so to see if they can help:

https://www.sky.com/help/articles/deceased-sky-account-holder

Select the I still need help option at the bottom of the page on the above link.

Re: Disgraceful Bereavement Policy

SKY1992bf — Sun, 27 Jul 2025 12:15:23 GMT

@caesarome wrote:
@SKYNoCompassion
You are not talking to Sky support on here as we are customers who help each other.

Has your friends's wife spoken to the specialist team at Sky about this so to see if they can help:

https://www.sky.com/help/articles/deceased-sky-account-holder

Select the I still need help option at the bottom of the page on the above link.

@caesarome If I've read the post correctly the wife is the account holder not the friend, therefore sky are within their rights to hold the account holder to the terms

quote from op

"My anger at SKY is that his wife has been informed by SKY that because the SKY account is in her name"

Re: Disgraceful Bereavement Policy

caesarome — Sun, 27 Jul 2025 12:20:46 GMT

@SKY1992bf

I am aware of that but it has to be worth a try.

Re: Disgraceful Bereavement Policy

PandJ2020 — Sun, 27 Jul 2025 12:27:06 GMT

It seems the account holder agreed a minimum term for the additional services? Contractually, they can hold them to that term.

However, as noted above, speak to the specialist team and see if they are prepared to make adjustments - I suspect the normal frontline staff do not have the ability to override the terms.

Re: Disgraceful Bereavement Policy

TimmyBGood — Sun, 27 Jul 2025 13:59:54 GMT

@SKYNoCompassion wrote:

SKY Customer Support how do you sleep at night!

With difficulty, I suspect: it's an extremely stressful job.

However, they don't set corporate policy and they can only take actions which their computer platforms permit.

Re: Disgraceful Bereavement Policy

GD1 — Sun, 27 Jul 2025 15:55:58 GMT

@SKYNoCompassion Perhaps you could explain why Custpmer service staff should be held responsible for Sky's policies, they don't set them, they simply do a hard job likely taking no end of abuse from customers who can't differentiate between a Big Company and and a person in a call centre.

So hopefuilly at the end of a hard day speaking to customers they sleep very well.