I am writing to formally lodge a complaint regarding several serious issues I have encountered with Sky Mobile. These issues pertain to incorrect billing practices, a lack of transparency regarding international call charges, poor network coverage, and an inability to access my billing information, all of which have caused significant inconvenience and financial hardship. 1. Failure to Provide Accurate Billing Notifications I recently discovered a direct debit of £166.00 from my account, of which only £16.99 was my regular monthly charge. The remaining amount was due to international calls that I was never properly informed about. While I received a vague text message stating that my charges had increased, no specific amount was mentioned, and I was unable to access my bill due to ongoing errors with your system. It is unreasonable to expect customers to "check Google" for international call rates, as suggested by your representative. Most other networks provide immediate or prior notifications about charges when making international calls. Sky’s failure to do so resulted in my incurring significant charges without being made aware of the exact cost. Had I been informed of the actual charges or been able to access my billing information, I would never have continued making international calls. 2. Inability to Access Billing Information For several months, I have been unable to view my bills via the Sky online portal due to persistent errors. This means that I could not monitor my charges and usage in real-time, which directly contributed to this issue. Sky has access to the billing PDF, but I do not, which is a serious breach of transparency and customer service standards. 3. Network and Service Issues Additionally, I have been facing ongoing network issues in my area, including extremely poor signal strength and an inability to use mobile data in locations such as malls. Despite these long-standing problems, I continued paying for a service that does not meet the expected standards outlined in our contract. I have already contacted your technical department about these network problems and followed all the steps and troubleshooting processes provided by your IT support team. Despite these efforts, the issues persist, and I continue to experience inadequate network performance. This indicates that the problem is on Sky’s end and not due to any fault on my part. 4. Contractual Concerns I understand that Sky has referred to the contract I signed 7 months ago, stating that international charges are mentioned there. However, it is impractical to expect customers to refer to their contract before making every call, particularly when Sky failed to provide real-time or post-call charge notifications, as many other telecom providers do. 5. Actions Taken I have taken the step of cancelling the direct debit authorization due to the unauthorized and unexplained charges. Until this matter is resolved, I will not be making further payments to Sky. Resolution Requested: In light of these issues, I am requesting the following actions: Immediate cancellation of my Sky Mobile contract without penalty due to the failure of service delivery and billing transparency. A full refund or removal of all international call charges added to my account, as I was not adequately informed about these costs before or after the calls were made. Compensation for the stress and financial burden caused by the unexpected £166.00 debit and the persistent service issues. I trust you will take this complaint seriously and respond within 7 days. If I do not receive a satisfactory response, I will be escalating this matter to CISAS (the Communications and Internet Services Adjudication Scheme) for independent arbitration, and I will also be reporting this issue to Ofcom for investigation into Sky’s practices regarding billing transparency and service quality. I hope we can resolve this matter promptly and without further escalation. Thank you for your attention to this matter, and I look forward to your prompt response. Sincerely, Amna
