topic Re: Complaint in Account & Billing

Complaint

Jade4416 — Mon, 29 Jun 2026 21:42:03 GMT

In short, in Amrch Sky added WiFi max on to my bill and charged me for it. I didn't ask for it and never added it myself. After many chats and calls back and forth which resulted in me raising a complaint due to the abysmal customer service and my time being wasted, it was removed and I was credited back to difference.

Fast forward to Junes bill, the same thing has happened again, WiFi max added to my bill and charged when I have not asked for it nor added it myself.

Rang up last Wednesday and reported same issue. Agent advised she'd raise it with a manger and contact me in a few days. Email from Sky today saying my complaint is now closed! Have had no further discussion since Wednesday from them, no call or email advising what has happened, why or how complaint will be resolved.

I really do not want to waste any further time calling again to have this sorted. What's my best course of action? I'm leaning toward just taking my complaint to CISAS and closing all my Sky products.

Re: Complaint

caesarome — Mon, 29 Jun 2026 21:50:38 GMT

@Jade4416 wrote:

Rang up last Wednesday and reported same issue. Agent advised she'd raise it with a manger and contact me in a few days. Email from Sky today saying my complaint is now closed! Have had no further discussion since Wednesday from them, no call or email advising what has happened, why or how complaint will be resolved.

Have they applied a credit to your account to cover the charge so have you looked at your future bills to see if you can see any credit or any possinle further charges for broadband max.

Re: Complaint

Jade4416 — Mon, 29 Jun 2026 21:57:34 GMT

The agent did credit next months bill on the call on Wednesday, however also advised I'd be contacted to discuss the complaint further. My bill for this month is still £18 extra, the credit to next months bill is only making it £9 less than it should be normally so I'm still going to be out of pocket by £9 not to mention the time I've wasted yet again trying to get them to sort this, no one can seem to understand what's going on and it takes them an age on the call to figure it out.

so is that it then? No investigation or explanation as to why this has happened twice now and no assurances that it won't happen again? Just an email telling me it's closed? Really not happy with how the whole thing has been handled and I didn't agree to close the complaint based off that phone call.

Re: Complaint

caesarome — Mon, 29 Jun 2026 22:03:51 GMT

@Jade4416

You might want to put in another complaint this time by filling in this form:

https://www.sky.com/help/complaints

Re: Complaint

Me134 — Tue, 30 Jun 2026 07:23:35 GMT

@Jade4416 Where has the £18 charge come from? WiFi max is £6 per month unless discounted (£10 out of minimum term I think) is it not?

I've just had a look online and I get an error trying to add it to my basket for some reason.

Re: Complaint

Jade4416 — Tue, 30 Jun 2026 08:52:45 GMT

They charged £10 and then an additional £8 pro rata for the remaining days in the following month. If you can't add it it further solidifies my claim to have not added it. Don't need it and didn't ask for it, so can't understand why they keep adding it to my bill without my permission!

Re: Complaint

Me134 — Tue, 30 Jun 2026 09:11:17 GMT

@Jade4416 wrote:
They charged £10 and then an additional £8 pro rata for the remaining days in the following month. If you can't add it it further solidifies my claim to have not added it. Don't need it and didn't ask for it, so can't understand why they keep adding it to my bill without my permission!

Ah, the £10 "admin fee" and around 40 days of "usage".

I'm not sure if me being unable to check out the price it was adding will do you much good I'm afraid, I've found over many years that their website can be very hit & miss for different customers at the same time for the same product, but good luck with your complaint anyway.