Mis sold retention package

[Carrie+Lou]

I have been trying to secure a new deal for Sky Q & broadband. I was told to keep calling. I was offered £51.50 per month and told to think about it and a note would be made on file. Sky now claim they cannot find the call. I asked them to listen and requested SAR as my legal right. 

This was ignored and complaint closed. I complained again & spoke to an awful woman called Laura and asked for her manager. Manager failed to call today!.

I rang & was also told my two requests for SAR for my access to calls had basically been ignored. ICO will be interested to hear that a legal request has been ignored.

I called again and spoke to Shayne he offerred me same deal as I have for 24 months for broadband & sky Q. I asked repeatedly if was same for 24 months. He repeatedly said yes. I asked him to email contract whilst I was on the phone, he said he couldn't but would send it.

I got the contract & totally mis sold.

Discount on TV is for one month then just £5 off and broadband for 14 months but contract for 24 months!

I have complained, promised a call Wednesday. If not resolved and offered discussed  deal I will report to ICO and CISAS as they get charged for any complaint to CIFAS.

Absolutely disgusted after being a customer for 27 years. Lying to get business. Some of these advisors are really not worthy of a job in customer service. 

[PandJ2020]

It's quite normal for an offer to only be available during the call.  Calling back later may not see the same offer.

As always, prices are not fixed for 24 months.

In regards to the SAR, did you submit a formal request - note the period allowed to provide it.

[Carrielou]

Offer was accepted today and mis sold as I said.

SAR requested twice & Sky admitted they ignored the request.

Other call where offer was made, advisor specifically said " think about it & I will note on file.

[Carrielou]

On the 24 months, I asked was price set, aside from normal increases. I was told it was.

All my other contracts have been set price for 24 months! 

[Daniel0210]

@Carrie+Lou 

(Not sure why you have started a new Community username)

Sky don't do fixed price contracts. You will encounter the usual annual price increase in April for UK customers. The discount you have negotiated is fixed but not the standard non discounted price, 

My understanding of Customer Service call centre Managers (and I may be wrong) is that they are there to supervise, support and advise their agents and are not particularly public facing.

Having said that we see numerous posts on here whereby a callback from an agent or Manager has not been forthcoming. Sky could certainly improve in that area.

[Carrielou]

I don't quite think you are undeestanding what I have said.

I understand there are the usual price increases I mentioned that to the agent! 

I was sold a package for 44.50 for 24 months which of course will have had the usual annual increase however  the starting price actually over 60.00 when the new contract was emailed.

I have taken legal advice and it has been mis sold!!

[Daniel0210]

@Carrie+Lou 

I will address you by the above user name as that was the original one used.

Does that first bill cover more than the usual month? Do the estimated bills for future months show the price you were expecting? 

[Carrielou]

I was asked to change user name on logging in as it would not accept the +, therefore my username is correct!!

It doesn't include anything else and going through it with a manager he fully agreed and is listening to the very long call and getting back to me tomorrow.

I have been with Sky 27 years and I understand my bills and what is right and wrong   I am ICO and FCA registered so I do have a grip on most things financial and the regulatory expectations when advising on and selling a product. 

On this occasion the product was mis sold!