Billing complaint

[Cooper+D]

The issue with my billing started in November 2023 and has gradually gone downhill from there. I recently went onto the complaints section and sent an email from there outlining my concerns. I received an automated reply saying that I would receive a personal reply within 24 hours, that was almost 10 days ago now.

I went back to the complaints section and this time I phoned the number it gave me, I told the person who answered my call that I wanted to raise a complaint only for them to transfer my call to the cancellations team, so no further forward.

What has happened to Sky customer service, it used to be so good and only take one phone call to sort whatever the issue was.

Since the issue with my billing started I have been told on no less than eleven occasions that the advisor would call me back and not one of them has.

Can someone escalate this and advise me how to raise a complaint that WILL get a response.

Thanks.

[Mark39]

What's the issue with your billing?

[Cooper+D]

@Mark39 the issue is that the advisor is telling me one thing and my billing is saying something different. Charges have appeared on my bill for services I don't have and although the advisors say they understand how frustrating this must be these charges remain, apparently waiting for someone from another department to remove them.

[Cooper+D]

@Mark39  someone has recently accessed my account and instead of removing the charge for the service I don't have they have added another charge for a service I don't have, so my bill has gone up again for services I don't have.

[Mark39]

Sky aim to respond to complaints within 10 days, so you should hear from them shortly. 

I imagine that the customer service centre advisers don't have the authority or capability to remove the charges from your account, hence the referral to another department.

[Doc5907]

---

@Cooper+D wrote:

Can someone escalate this and advise me how to raise a complaint that WILL get a response.

Thanks.

---

@Cooper+D  have you raised a complaint to Sky via the official online complaint form?

If not, see below link..

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

[Cooper+D]

@Doc5907  @Mark39  yes, that's the form I used. My account is in pending cancel as the advisor didn't want to do anything with it until the current issues are rectified. I would just like this sorted before the next billing date and before the cancellation kicks in, hence the reason I was asking if this could get escalated to hopefully find a solution today or at least a timeline as to when I would see a suitable outcome.