topic Re: Sky Switch Credit - Shambles in Account & Billing

Sky Switch Credit - Shambles

iandam — Mon, 20 Oct 2025 13:09:35 GMT

I have been trying to get £100 switch Credit as promised by sky 5 weeks ago.

Although I have sent all final invoices, proof of termination charges, proof of payment and all other information as requested, this via at least 10 emails, they keep sending what must be a computer generated email asking for detailed proof of these charges.

I have even highlighted the words Early Termination Fee on the invoice, alas this only generated a reply as always of "please send a pdf or screen shot detailing early termination charges"

I contacted several times customer services, they said they had eventually dealt with it, all was fine, but the usual answer of they will chase it up the next day when they return to work, still unsolved.

Even a promise of a supervisor phoning me within a few minutes..... Hopeful.... No call ever.

What is happening with this company, it's 100% profit over customer service now.

I shall be cancelling sky at the end of my unfortunately new contract.

Utter shambles.

And still £100 out of pocket from false Sky promises.

Ian

Re: Sky Switch Credit - Shambles

caesarome — Mon, 20 Oct 2025 15:49:36 GMT

@iandam

Usually if you get an automated email back about this then something you have provided is not want they want so all you can do is to put in a complaint about this:

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

Re: Sky Switch Credit - Shambles

Jimmer1611 — Wed, 29 Oct 2025 07:52:33 GMT

Hi, I am the exact same. I called sky and they said nothing they could do and just keep trying. They said as last resort i could post my documents

Did you make any progress?

My final invoice clearly says 'early termination charge' but i keep getting ased to resend, its so frustaating since sky told me if i switched to them they would pay £100 of my early termination fee.

Re: Sky Switch Credit - Shambles

caesarome — Wed, 29 Oct 2025 10:08:15 GMT

@Jimmer1611

Have you supplied a copy of a statement that shows that you have paid that bill ?

Re: Sky Switch Credit - Shambles

Jimmer1611 — Wed, 29 Oct 2025 21:19:32 GMT

Yes

Re: Sky Switch Credit - Shambles

caesarome — Wed, 29 Oct 2025 21:43:00 GMT

@Jimmer1611

I would suggest putting in a complaint:

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

Re: Sky Switch Credit - Shambles

Daveed — Fri, 31 Oct 2025 15:33:03 GMT

Had exactly the same.

I was told by the sky agent when I was moving to Sky from Vodaphone that my broadband cancellation charges from Vodaphone will be paid to them by Sky and I did not need to do anything.

after a couple I'm onths I received a bill from Vodaphone for £88. It was apparent Sky had not paid this as the agent said they would.

A call to Vodaphone followed and they assured me Sky never settle the cancellation fees. I would have to pay them and Sky would credit me back.

I phoned Sky and was passed from pillar to post.

The Sky loyalty agent who I spoke to told me he had dealt with half dozen similar calls where the Sky agent had assured customers they would do everything. When I said the Sky agents selling the broadband packages he agreed with me they had lied and were mis selling.

He could do nothing and told me I would have to go through the switch process. After two weeks I had heard nothing and emailed them without any reply forthcoming. I phoned Sky and was told they could not communicate with the Swich department in anyway whatsoever and I would have to email them again.

This I did and Lo and behold a few days later on a Saturday I had an email asking me to resend my Vodaphone bill and proof of payment.

I duly did this and then on the Sundaymrecived a credit of £100 into my broadband account.

No apology was ever forthcoming.
Shocking customer service.