Thanks for asking for the full history and current position — here it is as clearly as I can set it out.
WHAT HAPPENED, IN ORDER
1. I upgraded from Sky Q to Sky Glass and paid the £99 TV deposit.
2. Sky delivered the WRONG size TV. They had to collect it and take it back.
3. Before they'd even delivered the correct TV, Sky cut off my Sky Q — so I was left with no service at all.
4. To get the correct size TV, Sky made me pay the £99 deposit a SECOND time.
So I've paid £99 for a TV I never kept (the wrong one they took back) AND £99 for the one I actually have. That first £99 has never been refunded.
WHAT I'VE ACTUALLY PAID
- 17 August: £111.99
- 18 August: £122.60
- September: £127.99
Total: £362.58
So in August I paid twice, on consecutive days (£234.59 in one month) — during a period when I had no service because Sky had disconnected me.
THE SERVICE ITSELF
Throughout all of this, Sky repeatedly promised to ring me back and said they would take ownership and resolve it. No one ever called back. Every step has been driven by me chasing them, promises made and nothing happening. Literally cannot seem to understand that I have paid repeatedly even though it is clear.
WHAT SKY HAVE SAID
Sky told me they've credited the duplicate £99 back to my account. I cannot find that credit anywhere. Then they mentioned other amounts. Still not credited sufficient to change the amount I paid which has gone up not down. My net position is that I've paid more, not less, than I should have. I was also promised goodwill credits for the disconnection and poor service — those haven't appeared either.
WHAT I NEED CONFIRMED, IN PLAIN FIGURES
1. Where is the refund for the first £99 deposit — the one for the wrong TV that was collected and returned?
2. Why were there two payments in August (17th and 18th)? Was one the old Sky Q package? If so, that's a refund owed, not a 'credit'.
3. What goodwill/service credit was agreed for the disconnection and the failure to call back, and where is it?
4. Given all of the above, what is the correct total I should have paid since 17 August — and does it reconcile against the £362.58 I've actually paid?
I also got downgraded from a platinum sky customer to 0 years for upgrading.
I'd be grateful if someone could look at the account and point to the specific credit lines, rather than just confirm 'it's been credited'.
I just can't get anywhere with anyone I speak to. Same story every time. Yes we will sort it, yes I will personally take ownership of this. Absolutely you have been credited. You will not pay so much next month.
