Charged for WiFi MAX even although I never specifically chose to have it and was included in package

[monstermunch1]

When I signed up for the package it said it included WiFi max - it was irrelevant to me but included for free.

At no point was it mentioned that it was a 3 month trial. Not in the sign up process, not in any emails, not on any bills - nowhere!

Sky can’t provide any evidence that I can access to say it was a 3 month trial - that’s because it doesn’t exist.

I have screenshots of the sign up pages, online bills and downloaded PDF bills. Introductory emails don’t mention any 3 month trial.

I’m fastidious in details like this because I know how easy it is to miss something in the small print.

I only access my account online and don’t use an app. There’s nowhere that says using the app is mandatory.

See attached first bill - if there was an offer on wifi max surely it would be here with an end date?

So is it the Ombudsman? Can’t seem to get anywhere via phone agents…

[monstermunch1]

Can't edit last post.

I was then charged £10 a month without warning for wifi max and have been ever since.

[caesarome]

@monstermunch1 

All you can do is to use this form to register a complaint:

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

[monstermunch1]

So  - SKY admit that it must have been an oversight that I wasn't made aware of a 3 month trial but offer no resolution.

They have not provided any evidence that I can see anything about a 3 month trial.

How can I opt out of something I know nothing about!?

[Mark39]

Sky admit you should have been advised, but anyway it's shown on your bill. Raise a complaint, as suggested.

[monstermunch1]

That was the reply to my complaint!

[Mark39]

Looks like you'll have to contact them again for a resolution, in that case - either a change of package excluding Wifi Max, or cancellation.

[monstermunch1]

They still say that I was notified yet there's no evidence of any trial period.

Nothing during sign up.

Nothing on introductory emails or anything after.

Nothing on the first bill.

Nothing ever!

[monstermunch1]

This is farcical.  They say they can see it on the system but can't provide any proof of it.

“I have checked our records and can confirm that we sent you correspondence…
  Unfortunately, we are unable to reissue the correspondence at this time”

Can anyone else that had the 3 month trial tell me if it should be stated on the first bill, the first email, or the introductory email - the one titled "Your first Sky bill - everything you need to know"

Thanks

[monstermunch1]

Can anyone else that had the 3 month trial tell me if it should be stated on the first bill, the first email, or the introductory email - the one titled "Your first Sky bill - everything you need to know"

[monstermunch1]

No one?  OK - should I have been notified during sign up that there was a 3 month trial?  Surely someone must know?..

[monstermunch1]

well **bleep** me - you lot are a great help!!