Using the chat feature I asked Mohammed why my Sky Signature pack discount ends before my 18 month contract is up. He doesn't know. He just keeps telling me it's finishing. I know it's finishing but I want to know why and where it says that. After all a £16 increase isn't small.
If Mohammed would just simply explain the details of this package or provide me a summary of the package conditions when I signed up, that would help me decide what to do next.
After 40 minutes he tells me that I should speak to someone in the "Offers" group. I say no, this is a billing query. He says no, it's offers.
I think "Here we go", pass the buck. This should be fun.
So now I'm waiting for Pooja, who explains before anything else that she has a "Technical glitch" and that she may not be able to respond to messages quickly. (Bear in mind I already told her Mohammed has taken 40 minutes to not answer one question).
I ask if she's usuing Sky Broadband and she doesn't even know that answer!
Nearly 15 minutes in and I have only just been asked security questions to access my account. This is going to be a long chat I feel!!
All I really want to know is - "Why is Sky signature going up by £16 next month?"
Is it that it was only for the first year? (Please show me that in 18 month contract)
Is it a mistake?
Have I made a mistake?
If I can just get a clear answer then I can decide if I want to remove any add ons like Cinema or UHD etc. It really is quite simple
15 minute in and I get this - (after already giving my name, account holder status and Address details)
"I just need access to the account to get started with the link below.
Please click on the following link to answer a quick security question https://z2.idavid.liveperson.net/Z1CEGwd4xsMXiBoAAQQu
Please be aware that the link expires after one hour. Once completed - Respond "DONE"
If the link happens to expire, don't worry, just let us know and we can send another.
Please let me know if you got any questions?
Just to let you know, I'll be away from my desk for the next 15 mins. While you're waiting you can send me a message and I'll reply as soon as I'm back. Thanks."
I mean how dare you Sky! Customer service that tells you I'm going for a break but you can sit and wait for 15 minutes and I'll check when I'm back.
Utterly disgusting Pooja!
I suggested Pooja take a longer break as it's obvious having a customer trying to resolve an issue is less important.
I will call the telephone number tomorrow. Hopefully someone will answer within an hour.
SKY - get rid of your chat feature. Your paying people who ruin your reputation!!
I have never seen worse service in my life.
