Can’t get through to a real human no matter what I do?

[Gaby12]

It wants me to set up a direct debit but sky keep cancelling it for no reason. They also keep charging me late payment fees for no reason? Can't get through to a human ever what is wrong with sky and why has their customer service become so awful, not really sure what else I can do but I will not be inputting my bank details for them to keep taking £10 late payment fees whenever they feel like it?

[Daniel0210]

@Gaby12 

It sounds like your services are restricted due to a missed payment. Is that correct? 

[Mark39]

It's Sky's policy not to speak to you if your account is in arrears or if you don't have a direct debit set up. When your services are restricted, your direct debit is automatically cancelled, requiring you to set it up again before your service is reinstated. A late fee is charged if you don't pay your bill on time,

[Gaby12]

Hi no I'm upto date other than a £10 fee they've added but I've not been late nor missed a payment

[PandJ2020]

We have no access to accounts but if Sky believe you owe them £10 then they won't speak to you until that balance is cleared.  (Not what you wanted to hear)

Of course, if the late payment fee is incorrect then they should refund/credit it.

[Daniel0210]

@Gaby12 

This won't be resolved until you've paid what Sky say you owe. Once you've done that you'll be able to speak to Sky about this. Any error on Skys part will be reimbursed. 

[Gaby12]

Thankyou for your help I appreciate it, really not happy with paying something I don't owe so may just email to cancel as they've gone so awful I don't receive half the services most of the time, no access to my sky app for months they've been "investigating" as to why that is for months still not bothered updating me. Not one to moan usually but very unhappy with them. Thankyou again for your help it's much appreciated

[Daniel0210]

@Gaby12 

That won't work as Sky won't allow you to cancel whilst owing them money. 

[Gaby12]

I get what you are saying but I do not owe them money and have proof of this. Thanks again