So I'll try and keep this brief.
I cancelled my Sky TV subscription after 12 years on 16/09, as Sky couldn't offer me a decent deal. On 17/09 I received an e-mail full of new offers so I rang and renegociated with them. I received an e-mail confirming the prices for the aspects within contact (Sky Signature and Sky Sports) for a new contact term of 24 months. I was told the cancellation would be reversed and that my account would update within 24 hours. It didn't and this is where the fun begins.
The October bill did generate/update however, with the old offer prices, which were due to end on 25/10 had we not renegociated. So the bill is inflated from the new deal prices I agreed with Sky. They did however, manage to process half the £20 admin fee for the pleasure. So given you are billed in advance, I'm due some credit back from the Sepetmber bill, plus the same for October after we pay that bill given it's incorrect. The bills from October onwards are only currently billing for Netflix. Under our Products it did however, show the new contact terms for both Sky Signature and Sky Sports so I was told it was purely a billing issue and a CRF was raised with a fix time of 5 working days.
Over a week has gone by and this is still not fixed. No one can tell me anything other than the CRF is still open. I logged a complaint. Again, apart from this being logged and told to wait the 5 working days after which I'd get an update (I haven't) this is all I can be told by the many advisors I've spoken to. I have chased the complaint several times via e-mail and again no response. Several advisors have been due to ring or text with updates, again nothing. I was told this was escalated to the Priority Team. Again, heard nothing. Weirdly, I did get an e-mail yesterday advising my complaint could be escalated, as it's been open for 8 weeks even though it's only been open a week.
Over the last week our online account has had some updates. The cancellation seems to have now dropped off under the Orders section and it's been replaced with a new Sky Q order for acitvation and an Engineers visit with a date TBC. I understand I cancelled and reinstated the account but this clearly isn't right, as we're just using the existing equipment. Under the Products section, all the package aspects (apart from Sky Sports or anything with no contract date) has reverted back to an offer end date of 25/10.
I need someone from Sky, who is able to look in to this and escalate this complaint to bring this to a close. The normal channels do not seem to work. I have sent several e-mails to the Sky CEO and their Compliance Officer, as I believe Sky are now in breach of their Complaints Code and I have had no response from those avenues either.
Please can someone help me. Thank you.
