No one at Sky Customer Services takes ownership to fix my account

[ShaneQPR]

In the past 2 weeks I have spoken to various First Line operatives both on the phone and on Chat.  Some have been located in the UK and some In India.  People include Beverly, Muhammed, Ed, Gemma, Anthony and others

All have been very pleasant and promised my account would be fixed  by a "specialist team' within 2 days.  This has been promised on 4 occasions and my account has not been fixed.

Many times I have also been promised call backs to me will be made by Supervisors. Not a single call back has been made.  The last promises were that Holly would call me on Sunday morning.  She did not.  And via a Chat yeterday evening I was promised a call back by a supervisor today beween 1030 and 11.  Again no call back has been made

I have also been told botn Beverly and Gemma have sined off my account as 'resolved' when nothing at all has been fixed

It seems that SKY Customer Sevice just dont care at all.

How do I get someone at Sky to call me and take ownership regatding fixing my account as I am at my witts end

[Daniel0210]

@ShaneQPR 

What needs fixing on your account? 

[ShaneQPR]

Lots.  Ther is over £350 credit bill for Feb, then a £390 debit bill for march.  Then from April the monthly bill is showing pricers far in excess of what was agreed for a new contract

So basically everything on my billing and relating to my contract is incorrect.

Today I was promised a call back - it never happened.  I cahsed this via messaging who then promise a call back at noon.  It never happened.  No one at Sky does hwta they say they will do.  No one at Sky is prepated to take ownership for resolving an issue.  I despair.

And Sky makes it 100% impossible to speak to someone in authority and its also 100% impossible to get through to any form of complaints department.

[GD1]

@ShaneQPR  Have you raised a complaint? https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Daniel0210]

@ShaneQPR 

Sky agents can deal with most issues unless it needs to go to a back office team and their managers are not normally public facing. If they don't call you back you'll have to call again as we won't know the specifics of your account.

[TimmyBGood]

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@ShaneQPR wrote:

Ther is over £350 credit bill for Feb, then a £390 debit bill for march. 

Was that an expected credit, or an erroneous one clawed back the next month plus a 'normal' subscription amount?

Then from April the monthly bill is showing pricers far in excess of what was agreed for a new contract

April 2024 billing would have shown a c10% increase, based on CPI in December 2023.

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[ShaneQPR]

I have tried calling the number that the complaints web page gives.  Its as much use as a chocolate tea pot.

I am currently drafing a complaint email to the CEO Dana Strong

[ShaneQPR]

I've called back/Chatted countless times.  The account notes are there to be seen and agents know what the account should look like. .  Its just that Sky on a corporate level and at a customer interaction level just doesnt give a toss

[ShaneQPR]

it was was a totally unexpected credit caused by an error at Skys end .  the system then will claw back the following month with the big debit.  But within that big debit the 'normal' monthly cost of my contrcat is wrong.  Likewise the monthly bill from April is incorrect - they are charging far in excess of the deal agreed

This all relates to TV bill

[Neil-w-mcr]

The customer service wuth Sky. Lovely people in the most part. But as you say, no ownership. No empowerment. No end resolution. 

[Wrcarter]

I'm having similar experiences with sky glass complaints. Constantly repeating myself and no one takes ownership

ive sent photos in and I'm being asked basic questions after months which I provided on day 1

it is so bad and lack of customer focus 

 they just fob you off hoping you gonna