Hello,
I am writing to get urgent help with a severe automated billing loop on my account, which has unfortunately resulted in awful customer service.
A short while ago, I accidentally made two manual payments for my bill. Sky's automated system processed the refund for the duplicate amount back to my bank account. However, Sky's internal ledger has miscoded this refund as a "bank callback" / "indemnity claim" instead of a duplicate payment return.
Because of this system error, an incorrect Debit Adjustment has been slapped onto my account, and my status has been changed to "Missed Payment."
I spoke to an agent yesterday to try and resolve this. I offered to show my bank statements proving that my bank did not recall any funds and that it was a standard refund. The agent refused to look at the evidence, called me a liar, and insisted I owed the money. This was incredibly distressing and unprofessional.
I am looking right at my bank statements—the bank did not pull the money back, Sky sent it back. I need a senior advisor or Community Manager to look at the actual transaction history, manually clear this Debit Adjustment, and restore my account status before my services are wrongly restricted.
Thank you.
"
