How can they get it so wrong…

[Jodie1306]

September i recieved my renewal quote, Sky TV Packages and Broadband had both doubled so i rang to cancel my subscription.

October 2nd i spoke to a sales advisor on the phone who wanted to see if they could convince me to stay with Sky, and then went on to advise me Sky would combine both packages for a total of £108.50 a month as long as i committed to 24 months subscription from that day.

Fast forward to December and i check my online banking and see Sky have been taking 1 x £108.50 and 1 x £50.50 per month for Sky TV and Sky Broadband. Not what was agreed.

I ring on 2nd December and complain about this, advise this is not what i agreed to, October telephone call is listened back and its agreed the sales advisor mis sold the packages back in October and i am being charged incorrectly for both packages.

Promised a call back in 24hrs to resolve - that never happened.

I ring again and speak to another advisor who tells me all will be resolved to my benefit. Its not.

4 more phonecalls from myself to Sky totalling over 4.5hrs (they never call me to tell me

whats going on) and tonight i am promised my issues are all resolved, its put in writing, and they wish to close my complaint.

I get back home to find both Sky Pucks have been disconnected/cut off/no longer work.. 

How is it possible for such a large organisation to get it so incredibly wrong at every step.

Now i am paying for a service i cant receive... and i am exhausted with constantly ringing them to tell them this issue still remains unresolved 

[caesarome]

@Jodie1306 

I would register a complaint by filling in this form giving details of what the issue is and the dates and times that you called to speak to them:

https://www.sky.com/help/complaints

[Jodie1306]

Its already at complaint stage. They were supposed to have resolved it in full last night. Its been at complaint stage for 2 weeks

[lord+smorg]

This happened to me recently too, my package was rising to £110 from £90, (i dont have broadband with sky) 

so i called up as i wanted to soend less than £110, got offered a package that included a sky glass tv for £105

happy with that as i was also getting the TV, and saved me buying a new one anyway.

firsth month billing was fine, second jumped to £130.....

pheon up, they did an investigation, sky kept me uptodate by text and within two weeks i got a text saying all done.

next bill was £105

Then last months was £130 again....

so this time i made it a cmplain as well, and to start with the advisro kept offering me other prices with phrases such as "i can get it to £108" and i was not willing to accept that, as the previsou investigation alreayd proved the advisor offered me £105

turned out he had used a 3 month code (despite it going wroing agter 1 month) but using the recording they found that he had not mentioned that at all, so they werre legally obliged to give me the £105 price.

all fixed a few days ago, and now am paying £103 lol

Enjoying my new 65" tv, but i want to add another puck, and am affraid that adding aanything will cause them to mess it up