Late Fee applied when assured it wouldn’t be

[AB118]

I got in touch with Sky in September to advise that following my partner getting a new role (after some tough times), he had started after the payroll cut off deadline and therefore he wouldn't be paid until October. I spoke with a member of the Sky Customer Services Team who liaised with a manager and had it agreed that we could make 2 payments on 1 November. We then, 2 weeks later, had our services disconnected and had to call (from another phone) to get these reinstated and were advised everything would be fine until our payment on 1st November. Both my Sky TV and Broadband had late fees applied. Sky has kindly removed the broadband late fee but I'm still left with a late fee that I was assured I wouldn't be issued. We're in a cost of living crisis, I was led to believe we were being supported but have been left feeling so overwhelmed and stressed by it all. Can anyone help? 

[PandJ2020]

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@AB118 wrote:

 Can anyone help? 

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We're other customers here so cannot directly help.

However, many of these charges are automated so don't take it personally.  But you'll have to persevere in calling Sky to resolve it.

...or try the complaint route to log something more official.

[Daniel0210]

@AB118 

You'll need to call Sky and give them the time / date this was agreed with Sky and they can listen back to the call.