topic Re: Formal Complaint Regarding Unfulfilled Switching Bonus Offer in Account & Billing

Formal Complaint Regarding Unfulfilled Switching Bonus Offer

afaq87411 — Tue, 30 Sep 2025 14:14:07 GMT

Dear Sky Customer Complaints Team,

I am writing to formally raise a complaint regarding the unfulfilled switching bonus that was promised to me when I joined Sky.

At the time of switching, I made it absolutely clear over the phone with your representative that I was leaving my previous provider (EE) based on the assurance that Sky would provide me with a switching bonus of more than £200. I also explained my situation, including early termination charges with EE (£89), and was reassured by your team that I would not face any issues.

I was specifically promised by a Sky manager that I would receive my switching bonus after waiting 120 days. However, it has now been over 160 days, and I have still not received anything. I have made countless phone calls, spent hours explaining my case to different colleagues, yet nothing has been resolved.Last Tuesday, one of your colleagues even kept me on call for almost 4 hours, confirmed everything, and promised to call me back at 1pm the same day. I never received that call. This repeated lack of follow-up and broken promises has caused me significant stress and disappointment.

Currently, I have three active contracts with Sky. However, given the amount of time wasted and the mental distress caused, my family and I are now seriously considering cancelling everything with Sky unless this matter is resolved immediately.

I have all proof of my conversations and will not hesitate to escalate this matter further, including taking formal action if my complaint is not addressed promptly.

I request that you investigate this issue urgently and ensure that my promised switching bonus is paid without any further delay.

Re: Formal Complaint Regarding Unfulfilled Switching Bonus Offer

SKY1992bf — Tue, 30 Sep 2025 14:24:06 GMT

@afaq87411 you aren't complaining to sky by posting here we're a customer ➡️ customer forum only

follow the instructions on the link below to complain

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

Re: Formal Complaint Regarding Unfulfilled Switching Bonus Offer

GD1 — Tue, 30 Sep 2025 14:23:44 GMT

@afaq87411 You need to use the correct process for raising a complaint as per here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

You can't raise a complaint in a public community as no one from Sky will see it.

Re: Formal Complaint Regarding Unfulfilled Switching Bonus Offer

Daniel0210 — Tue, 30 Sep 2025 14:31:46 GMT

@afaq87411 wrote:

Dear Sky Customer Complaints Team,

Nope, we are customers on here.,

I am writing to formally raise a complaint regarding the unfulfilled switching bonus that was promised to me when I joined Sky.

See the reply from @SKY1992bf

At the time of switching, I made it absolutely clear over the phone with your representative that I was leaving my previous provider (EE) based on the assurance that Sky would provide me with a switching bonus of more than £200. I also explained my situation, including early termination charges with EE (£89), and was reassured by your team that I would not face any issues.

Sky will only pay up to a maximum of £100 for broadband and up to a maximum of £100 for a TV subscription, Please read this link

https://www.sky.com/help/articles/switching-credit-offer

I was specifically promised by a Sky manager that I would receive my switching bonus after waiting 120 days. However, it has now been over 160 days, and I have still not received anything. I have made countless phone calls, spent hours explaining my case to different colleagues, yet nothing has been resolved.Last Tuesday, one of your colleagues even kept me on call for almost 4 hours, confirmed everything, and promised to call me back at 1pm the same day. I never received that call. This repeated lack of follow-up and broken promises has caused me significant stress and disappointment.

Currently, I have three active contracts with Sky. However, given the amount of time wasted and the mental distress caused, my family and I are now seriously considering cancelling everything with Sky unless this matter is resolved immediately.

I have all proof of my conversations and will not hesitate to escalate this matter further, including taking formal action if my complaint is not addressed promptly.

I request that you investigate this issue urgently and ensure that my promised switching bonus is paid without any further delay.

Once you've made a complaint through the correct methods Sky have up to 8 weeks to satisfactorily resolve it.

Re: Formal Complaint Regarding Unfulfilled Switching Bonus Offer

TimmyBGood — Tue, 30 Sep 2025 22:49:50 GMT

@afaq87411 wrote:

I was leaving my previous provider (EE) based on the assurance that Sky would provide me with a switching bonus of more than £200.

Unfortunately that's entirely incorrect.

Important to note it's switching credit : bonus is inappropriate terminology which just confuses the issue (and also implies something rather different: the scheme is intended as a contribution towards costs incurred by the new subscriber when leaving their previous provider, not a cash incentive to switch)

Did you follow the procedure to claim a credit against your Sky account after you paid EE their final bill? As noted above, if EE charged you £89 in early termination penalty then that's the amount provided by the Sky scheme as an account credit once you've demonstrated you've made the payment to EE: there's no 'bonus' amount involved.

Incidentally, you were given similar advice when you posted in June.