Over charged twice

[Marll]

I am not impressed with sky I was billed by 319 euros which is rather odd as I am on a basic tv wifi package then told my wifi contract was up. Then told my package price had changed and I had to pay that amount which is not right.

I rang sky support but they could not help me got a fellow who said no you ha.

I hung up and emailed complaints but not heard anything for a few weeks although it said we acknowledge you're complaint.

Then got on my email you have an over due bill and you're services will be effected. I have been a sky customer for six years and never have I had such hassle for a bill that clearly is their mistake. 

[caesarome]

@Marll 

As you can view your bill via the MySky app or online here what does it show:

https://www.sky.com/bill/tv-broadband-talk

Was last months bill paid for example as sometimes if a payment is missed rather than suspending the bill is added to next months one meaning it is a double bill.

[Marll]

Last months bill was paid and they took two payments last month and I was told that would be credited to next bill as they had taken two payments from me now I get a charge of 317 euros and agents are useless. Support is useless and complaints online email have not helped just ask me over and over again for my details and the problem. I have stated on my emails account number phone number and address post code and they still say oh please provide details and I am sick emailing calling and I get no answers and no one seems to say oh yes the bill is clearly a mistake.

[caesarome]

@Marll 

Are you using this form to put in your complaint:

https://www.sky.com/help/complaints

[Marll]

I used all complaint form, then called an agent and then wrote to them and nothing I did all the things and still no help what so ever.

[caesarome]

@Marll 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Jason-]

Hello @caesarome, thanks for making us aware of @Marll's post. I'll get an invite sent over now and we can assist further with this 👍🏻

Thanks, Jason

[Marll]

Still no help at all and now getting messages saying my bill is well over due and services will be cut so I sadly I am not impressed anymore with sky. The call agents refuse to listen, no supervisor is available to take my call and no one seems to care or explain why I am being tripled billed. I sadly have decided like my neighbor who was with sky and same things happened to him and he was a loyal sky customer to sadly seek another wifi and tv provider.  

[Mark39]

@Marll what was the outcome of the online chat that was arranged for you?

[Marll]

Nothing. I replied and nothing. This is why I am not happy. I have send loads of details about my over billing and yet give the agent and online complaint people the nightmare I am dealing with and they just ask me for details and nothing this has been going on five weeks now.

[Mark39]

Replies from Sky to the chat aren't instant. That chat remains open for 48 hours.

[Marll]

I know I have been sending complaints forms for five weeks and nothing and my neighbor had the same thing the agents are useless the ones I had on the phone and I cant seem to get help or someone other then emails saying you have over due bill.  I have been with sky six years so I am in shock to be ignored and this is five weeks now. The month before  they took two payments and last month charged over 300 and then told I have to pay. The agents I seem to get don't understand why my bill is so high and say oh we can't do anything. The billing department said they would look into it that was five weeks ago and so I believe there's no communication nor do they care about my treatment I was told they would call and five weeks later nothing.  So done everything I could at my end and can't do anymore as I am at a lost cause.

[Daniel0210]

@Marll 

The chat invite that was sent yesterday should still be 'live' so you need to check that periodically for replies from a member of the Community Messaging Team and respond to it. 

[Sharcuk]

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@Marll wrote:

Still no help at all and now getting messages saying my bill is well over due and services will be cut so I sadly I am not impressed anymore with sky. The call agents refuse to listen, no supervisor is available to take my call and no one seems to care or explain why I am being tripled billed. I sadly have decided like my neighbor who was with sky and same things happened to him and he was a loyal sky customer to sadly seek another wifi and tv provider.  

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@Marll For your information you won't be able to cancel whilst you have an outstanding bill.

[Marll]

I don't have outstanding bill that's the problem sky over charged me and then say my bill is outstanding