Call divert charges

[Lida2]

I recently moved to sky and when I spoke to an advisor I asked how much it costs for call divert, told its £2.50 per month. I specifically asked if there were any more charges/,costs as virgin media charged me per call.. I was told it's just the £2.50 pcm. I went ahead and I had to call again once my sky was active to set it up and asked again about charges,again told just the £2.50 pcm. Got my first bill and nearly £20 of charges as everytime someone calls my landline I'm charged £0.52! I rang up n.got nowhere. Now I'm.over the 14 days and stuck for 24 months, absolutely livid as I need my landline diverted during the day and it's terrible service when they lie.  Anyone got any advice?

[caesarome]

@Lida2 

The charges are explained here:

https://www.sky.com/help/articles/sky-talk-call-features

The diverted part of the call is charged to the Sky Talk customer at the standard Sky Talk rate depending on the type of phone the call is diverted to, e.g. mobile. 

If you have been told otherwise and can prove this by giving the time and date you were told this if it was when on a call to Sky then feel free to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Lida2]

Thank you, I made a complaint and got nowhere. I've asked them for a final response and I'll take it the ombudsman.

They haven't even acknowledged that they've checked the info I was given over the phone. Really disappointed with sky.

[Mark39]

What outcome are you looking for from the Ombudsman? They might say that Call Divert was wrongly sold to you and give you the right to cancel the diversion without penalty (which you can do now, anyway) ?

[Lida2]

I don't want to cancel it as my husband is self employed and needs the landline diverted.

My issue is, I explained to sky how much it was costing with virgin media and now I'm worse off as it works out more expensive with sky!  At £0.52 per call isn't cheap at all..and I'm stuck for 24 months.. 

[Mark39]

So what are you expecting the Ombudsman or Sky to do?

[Lida2 · Accepted solution]

I work in financial services so fully understand complaints procedures. Sky have failed to investigate my complaint and not investigated  the incorrect information and possibly mis-leeading advice i received. . On the information I received , I signed up to a contract. 

They should of investigated my complaint properly and provide me with the outcome if its upheld or rejected. If they felt it was upheld in my favour i'd expect them to either compensate me for the additional charges i was not told about or allow me to leave sky without any charges. They don't seem to want to provide me with a final response , which is against the complaints policy. 

Under the complaints policy,a customer has the right to complain and if they're not happy with the outcome a customer can take it to the ombudsman, the final decision would be down to the ombudsman.

[Mark39]

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@Lida2 wrote:

If they felt it was upheld in my favour i'd expect them to either compensate me for the additional charges i was not told about or allow me to leave sky without any charges.

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I agree - a refund of the call charges to date (but not future charges), or the ability to leave penalty-free would both be realistic.