topic Re: Over 1 month & still not resolved!!! in Account & Billing

Over 1 month & still not resolved!!!

Gaz2012 — Sun, 31 Aug 2025 09:04:33 GMT

Unbelievable!!!

SKY are overcharging me.

Over the past almost 2 months I've had lots of online chats & phone calls with SKY representatives.

4 times I've been told it would be sorted & each time it hasn't.

1 person said they'd listen to initial phone call & get back to me, they didn't.

Another said the same & didn't.

Then via online chat, 1 person admitted they listened to the initial phone call & admitted that I am 100% correct & that I have been overcharged & to wait 24-42 hours to see the change in my bill, I waited 48 hours & it still did not change & that was over a week ago.

Then the last phone call I made the person I spoke with once again said I will listen to phone call & get back to you, 4 days later still no response & still no change in my bill!

Who the hell can I directly contact & get this sorted out TODAY???

Re: Over 1 month & still not resolved!!!

PandJ2020 — Sun, 31 Aug 2025 09:09:23 GMT

@Gaz2012 wrote:
Who the hell can I directly contact & get this sorted out TODAY???

That it's likely to be unrealistic.

Start the formal process by logging a complaint: https://www.sky.com/help/forms/complaints

Re: Over 1 month & still not resolved!!!

caesarome — Sun, 31 Aug 2025 09:09:33 GMT

@Gaz2012

If your future bills are wrong then you could register a complaint:

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

Re: Over 1 month & still not resolved!!!

MightyQuinn — Sun, 31 Aug 2025 09:11:11 GMT

@Gaz2012 wrote:
Who the hell can I directly contact & get this sorted out TODAY???

Hi @Gaz2012 I'm afraid that nobody in the community can help you. If you haven't done so already, I would register a Complaint

Re: Over 1 month & still not resolved!!!

Mark39 — Sun, 31 Aug 2025 09:13:27 GMT

You can only contact Customer Service, but you might want to raise a formal complaint - use the Web form option: https://www.sky.com/help/articles/how-to-make-a-complaint

I suspect what's happening is that this has been passed to a back office team who can manually intervene to correct your account. That can take a while depending on their volume of work. Front line advisers don't have the capability to do it

Re: Over 1 month & still not resolved!!!

Daniel0210 — Sun, 31 Aug 2025 09:15:42 GMT

@Gaz2012

Once a complaint has been received Sky have 8 weeks to resolve it or reach 'deadlock'. At the end of an investigation any overpayment should be reimbursed to you.

Re: Over 1 month & still not resolved!!!

Gaz2012 — Sun, 31 Aug 2025 11:08:30 GMT

Got this email on 17th Aug (see blow)

Case ref: .......

Thanks for contacting us about your Sky account.

We've tried contacting you about your complaint but haven't been able to get hold of you. If your issue is still unresolved please contact us so we can help.

If we don't hear from you, we’ll assume everything is resolved and close your case within 28 days of the date of this notification.

Thanks,

Your Sky Team

For the record, they haven't tried contacting me.

And they have heard from me but all I can seem to contact is just someone in their call centre who asks me the same questions & eventually palms me off & nothing happens.

Re: Over 1 month & still not resolved!!!

PandJ2020 — Sun, 31 Aug 2025 11:10:23 GMT

@Gaz2012 wrote:
eventually palms me off & nothing happens.

Not a lot us other customers can do... All we can suggest is to persevere and ask for a deadlock letter to progress matters.