Help!!!

[snowman63]

I have been with Sky for 24 years. My circumstances have changed drastically recently and I have been trying to speak to someone for help. The problem is no one that I speak to can understand me and they just keep trying to give me offers! 
In a couple of weeks there will be no money for them take out a direct debit, but they say they will just keep trying! I just can't make them understand my problem.

Can anyone offer any advice please? 

[Daniel0210]

@snowman63 

Why can they not understand you?

The billing process (for all customers) is as follows:-

If you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. (Don’t be tempted to make a manual payment in this period).

After 10 days, if that second automatic attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two before they restrict your services.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise.

Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date. This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[caesarome]

As customers here I'm not sure what help you want, if you have no money then your services will be restricted until you do pay the bill.

If your financial issues will be ongoing for a while then cancellation might be an option and you can usually only do this if you are not in a contract.

[snowman63]

They don't seem to understand my accent. 
They say to get in touch if you're having problems but I'm finding hard to get them to understand what the problem is. 

[Daniel0210]

@snowman63 

Perhaps you can get a relative, friend or trusted neighbour to speak to an agent on your behalf once you have passed the security checks / telephone password.