I am leaving Sky over (a wrongly applied) £10 admin charge

[Graham131256]

I agreed a renewal price for my Sky broadband/TV contract, but would not agree to a £10 admin fee for paying more money. The Sky operator agreed that the charge would not be applied, BUT it was! Two contacts with the Sky billing "helpline"  were unhelpful, as they said that the charge would be made. I am now moving to Virgin Media at a saving of £320 over two years for a similar service. But l like the Q box and would have preferred to stay with Sky, so a Sky agent who mislead me over a £10 fee has lost Sky a customer of 8 years. I am trying various channels to make Sky take note of the reactions of customers to false promises from customer advisors and hope that they will take action to prevent this happening in future. 

[caesarome]

@Graham131256 

We are just customers here who help each other so you will get no response from Sky via here.

As you are leaving then there would be no point in doing this but you could have filled in the online complaints form giving the date and time you were told there would be no admin charge then someone could listen to what was said to you.

[Graham131256]

I did fill in the online form and contacted 'billing help' twice, but was told that as the operator had not left any notes on my file regarding the admin fee, l must have misunderstood or have been mistaken that the admin fee would not be applied. My point for this forum is, that while there are some excellent customer services staff such as Rob from the Edinburgh office, you can not take for granted that something that an operator says will be done, unless you have written confirmation (as Rob did) to prove it.

[Daniel0210]

@Graham131256 

That scenario is why Sky can listen back on calls going back up to 12 months to determine exactly what was said and agreed.

[Graham131256]

I had expected Sky to review the call rather than say that there were no notes on the file. I know that £10 is a small amount of money, but as l would have been paying £15.50 a month more than a new customer for the same package, l was not going to pay an additional fee for the privilege of doing so.

[PandJ2020]

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@Graham131256 wrote:

 l would have been paying £15.50 a month more than a new customer for the same package

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Yup, that's quite normal.  This is why you've found a cheaper deal with VM as new customers get the most discounts.  (You'll be in the same position once their discounts expire and their offer won't be as good as a new customer)