Erroneous early termination fee

[Charfie]

So a disappointing update:

Despite providing Sky with the date, time and name of the staff member who took my call, and who said I wouldn't have termination fees because I was within the 30 days, I got this email this morning:

Dear []

Case Reference Number: []

Thank you for your patience.

Having accessed your Sky Account, I see that there is no supportive notes stating that you will not be charged for any Early Termination Charges.

I regret to inform you that we are unable to find the particular call (02/04/2024) that you wanted us to listen. Hence, we will not be able to make any changes on your Sky Account for the charges that you have incurred for Early Termination Charges.

For further billing information, current and future payments, make payments online and much more, you can access this online using the My Sky link below;

[]

I hope this information has helped with your enquiry. If you require any further assistance, you can reply to my email.

Kind regards

[]

Sky Help Centre

[]

I notified Sky by phone on the 19th day, they even sent me a message saying that they were sorry I was leaving on that day!  

It seems that Sky either doesn't check their recordings thoroughly  or they don't record all calls.

Feeling very frustrated.

[Anonymous]

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@Charfie wrote:

So a disappointing update:

Despite providing Sky with the date, time and name of the staff member who took my call, and who said I wouldn't have termination fees because I was within the 30 days, I got this email this morning:

Dear []

Case Reference Number: []

Thank you for your patience.

Having accessed your Sky Account, I see that there is no supportive notes stating that you will not be charged for any Early Termination Charges.

I regret to inform you that we are unable to find the particular call (02/04/2024) that you wanted us to listen. Hence, we will not be able to make any changes on your Sky Account for the charges that you have incurred for Early Termination Charges.

For further billing information, current and future payments, make payments online and much more, you can access this online using the My Sky link below;

[]

I hope this information has helped with your enquiry. If you require any further assistance, you can reply to my email.

Kind regards

[]

Sky Help Centre

[]

I notified Sky by phone on the 19th day, they even sent me a message saying that they were sorry I was leaving on that day!  

It seems that Sky either doesn't check their recordings thoroughly  or they don't record all calls.

Feeling very frustrated.

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Would the 'sorry you're leaving...' message have been triggered by you initiating a switch with your new supplier? I got inundated by Sky shortly after signing up with VM online for BB.

My confirmation of no ETC's was via Whatsapp so they'll have trouble disputing that with me.

[Charfie]

I had switched to Zen by then, Colin, so yes- it could be that... but that is also notification of departure within 30 days.  Now getting my phone records together as this'll show the call was made.  I am disappointed that an employee's apparent failure to log information properly results in me getting termination fees.  At the end of the call I asked him for his name again, as I said that I wanted a record of the call in case it went wrong!  

[Anonymous]

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@Charfie wrote:

I had switched to Zen by then, Colin, so yes- it could be that... but that is also notification of departure within 30 days.  Now getting my phone records together as this'll show the call was made.  I am disappointed that an employee's apparent failure to log information properly results in me getting termination fees.  At the end of the call I asked him for his name again, as I said that I wanted a record of the call in case it went wrong!  

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Of course but from Sky's perspective it's not proof that you called them first although I think it's miserly of Sky considering they did send you an email telling you  that you could leave.

[Charfie]

See from OP  (Anon) that Ofcom don't differentiate between electronic notification and a phone call when it comes to the 30 days.  Will escalate this complaint to the Ombudsman and do FOI on my phone call if this stays dishonest. I just don't think anybody has checked the phone records properly.  Makes a mockery of the Sky 'goodwill' email with 30 days grace to notify them of intention to switch. 

[Mark39]

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@Charfie wrote:

See from OP  (Anon) that Ofcom don't differentiate between electronic notification and a phone call when it comes to the 30 days.  Will escalate this complaint to the Ombudsman and do FOI on my phone call if this stays dishonest. I just don't think anybody has checked the phone records properly.  Makes a mockery of the Sky 'goodwill' email with 30 days grace to notify them of intention to switch. 

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I don't think Sky guarantee that all calls are recorded. But you're right, a subject access enquiry would be the way to check: https://www.sky.com/help/articles/privacy-hub-rights

[Charfie]

@Mark39  Thank you

[Anonymous]

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@Anonymous wrote:

I'm currently waiting for my switch to VM and have had similar conversations with them to try and get some clarification on the wording of the email.

"We hope you continue to use and enjoy Sky but if you're not happy with these changes, you can cancel your Sky Broadband by calling (removed). If you're within your minimum contract period, call us within 30 days of getting this email to avoid early termination charges. Unless you tell us otherwise, your Sky subscription will continue as usual."

As well as stating you can 'cancel' (no mention of switching which is probably intentional) I wanted confirmation that if the switch went over the 30 days for any reason from receipt of the email (not 30 days from the customer notifying them BTW, what happens if you contact them on day 29?), that I wouldn't be charged ETC's.

It took 3 webchat agents (foreign call centre), 1 email to the Exec team and 1 Whatsapp chat (The Scottish call centre I think) to finally get them to state that it wouldn't matter if it went over the 30 days once initiated. Even with the final Whatsapp agent it was like pulling teeth as he danced all around the question and seemed to be deliberately misreading my questions until realising that I was going nowhere without a definite answer one way or the other

After telling me that 99% of switches go through with no issues (not my question) and that the switch had been started so the ball was in VM's court now (again, not my question) he finally told me that "That will make no difference to the early termination fees as they have already been removed". It wouldn't surprise me at all to find myself having to come back to them for a refund.

Moderator note: Removed phone number.

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And as expected VM connected me up today and an hour later I've got an email from Sky telling me that I've got £51.50 of ETC's due...

BTW, does the Sky router go back as I've had no communication about that or packaging?

[caesarome]

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@Anonymous wrote:

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@Anonymous wrote:

IBTW, does the Sky router go back as I've had no communication about that or packaging?

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@Anonymous 

Sky usually sends packaging out near the end of the cancellation notice period of 31 days for TV or 14 days for Broadband/Talk so if you haven't received it then you can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[TimmyBGood]

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@caesarome wrote:

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@Anonymous wrote:

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@Anonymous wrote:

IBTW, does the Sky router go back as I've had no communication about that or packaging?

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@Anonymous 

Sky usually sends packaging out near the end of the cancellation notice period of 31 days for TV or 14 days for Broadband/Talk 

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While Max Hubs and Sky Broadband Hubs are required back, it appears that Sky may not be insisting on the same for Q Hubs (presumably because those were supposed to be obsolete by the end of next year)

[Anonymous]

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@TimmyBGood wrote:

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@caesarome wrote:

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@Anonymous wrote:

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@Anonymous wrote:

IBTW, does the Sky router go back as I've had no communication about that or packaging?

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@Anonymous 

Sky usually sends packaging out near the end of the cancellation notice period of 31 days for TV or 14 days for Broadband/Talk 

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While Max Hubs and Sky Broadband Hubs are required back, it appears that Sky may not be insisting on the same for Q Hubs (presumably because those were supposed to be obsolete by the end of next year)

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That makes sense I suppose, I have sent an email to the Exec team (again...) and asked that question along with querying their idiotic emails.

[Charfie]

@Anonymous In the end, I did a SAR like Mark suggested.  I also asked for my complaint to be escalated to the ombudsman and they immediately sent me a link to WhatsApp complaints priority team and it got sorted within a couple of messages, really easily.  Maybe do the same as the person I was messaging seemed to have greater authority to sort things instantly and was really pragmatic.  My early termination fees were refunded.

[Anonymous]

I had a webchat today with Sky (after forgetting my account password and locking the WhatsApp chat 😞 ) and they've assured me that no ETC's will be charged to my account. They also said that they've already given feedback regarding the automated emails sent out.

I also received a text today to say they're sending out the packaging for the router, so they are still taking them back. I know about taking pictures and keeping the receipt for postage.

[Anonymous]

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@Anonymous wrote:

I had a webchat today with Sky (after forgetting my account password and locking the WhatsApp chat 😞 ) and they've assured me that no ETC's will be charged to my account. They also said that they've already given feedback regarding the automated emails sent out.

I also received a text today to say they're sending out the packaging for the router, so they are still taking them back. I know about taking pictures and keeping the receipt for postage.

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And true to form they sent me an email yesterday stating that they were adding £51.25 ETC's and my online bill had already been updated with this charge.

An angry call to the foreign call centre followed and they told me they'd sent a form onto the accounts people to correct it although I followed up with an email to the exec team as he seemed very unsure of anything. Sometime later (with no notification mind) they've added it back on as a credit.

Presumably if I'd not complained they'd have happily ripped me off.