Charged more than agreed

[Garethkerr1978]

I signed up to a package in January that included netflix as an add-on for £38 per month, but I recently got a separate bill from netflix! When I contacted sky they said I was correct about securing a deal for£38 but it hadn't processed properly. At this stage I simply wanted the deal to be honoured but spent about 45 minutes speaking to 2 different people who tried renegotiating various different deals all of which were worse over the full term! I got very frustrated and kept advising I didn't want a different deal, I just wanted the original deal to be honoured. Eventually they confirmed I they would provide the same deal at £38 (although it would increase naturally by £1 due to Planned increase in netflix which was due to take place anyway). To be fair I wasn't confident! Surprise surprise, from looking at my predicted bills it looks like they've done something different!! Don't want to go through the torture of another 45 minutes getting nowhere and can't find an email address to explain (the sky help obviously wants to avoid you contacting them directly). Is there a contact email that I can set out my issues and let it be investigated without any further long phone calls.

[TimmyBGood]

@Garethkerr1978 

Future bills at this time of year are likely to have the annual Sky price increase included.  It's important to be aware that Sky don't do fixed pricing: any initial contract period offer is a fixed percentage discount from the regular price.

[Garethkerr1978]

@TimmyBGood thanks for your reply.  Yes I agree that prices can increase which I acknowledge and accept.  But this isn't the case here.   They are offering a new deal to add on netflix which is much more than agreed before (I have no issue with the £1 increase which would gave occured anyway).

[caesarome]

If you believe your billing to be incorrect then you will need to call Sky about it.

[E+Hooper]

I have for 4 months been trying to get a refund and cancelation for a phone that was returned in OCTOBER LAST YEAR as unsuitable.  First they said they had not received it, then they said that they had found it and the contract had been cancelled. They are still billing me for the monthly fee despite telling me that the money has been refunded to my bank acccount.  Despite numerous e mails and phone calls the matter still has not been resolved. I have been a Sky customer for 22 years and this is not the sort of treatment one would expect from such a company.

[caesarome]

It might be worth filling in the form on this page to register a complaint so give as much detail as you can:

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