I was hoping someone else may be able to assist with my really furstraiting experience when complaining to Sky.
I recently renewed my Sky Q and Broadband package over the phone with the retentions team. Following the agreement, I noticed my predicted bills were about double what we had agreed over the phone.
I called up and was promised a call back from the agent who made the agreement, the call didnt come although some changes were made to my package in the background, reducing it by about £10 a month. However I then got charged more admin fees for the changes and the period I was overcharged for was not refunded and nor was my package set to what was agreed over the phone. And to add to the insult they charged me more admin fees for the changes.
I then followed the complaints procedure and was advised I would have a response within 5 working days. 14 days later I emailed to say I had not had a response to which I received an email to say it had been escalated and I would receive a response within 3 days. That response never came either.
I called the complaints team off the back of this who advised they needed to pull phone calls etc and listen to what was agreed and they would manage the complaint from that point and would come back to me within 7 days.
Further changes have been made to package in the background now and the billing is about correct. I received a message through the help section of the app to say 'your bills have been adjusted to the correct price and you are able to check them online.'
I then received an email to say Sky had been unable to contact me and closed my complaint.
No effort has been made to contact me and no effort has been made to answer my complaint, nor have the £50 of admin fees been addressed. The closure email states to contact them if the issue remains unresolved but no details of who/where to contact.
To add insult ot injury they are constantly threatening to charge me for unreturned equipment but I have no idea what equipment I am supposed to be returning. I'm assuming its the sky router and max pod that I was sent out at my renewal but without an answer to my complaint I'm not 100% sure what equipment I should be using, or why I have been sent this equipment if it wasnt part of the agreement that I made when renewing my broadband. I have been told different things by different staff members on the phone so Im'm at a loss.
I just don't know where to turn from here, what should have been an easy 2 minute conversation is now 2 months of being kicked down the line and feel that I deserve a proper explanation and resolution
