Phone call follow up

[Heather166]

Dear Sky Customer Services,

I am contacting you regarding the recent payment failure notification I have received.

I have already spoken with Sky and explained the circumstances surrounding this account. I was advised that the Direct Debit would be cancelled and that Sky would attempt to contact the person whose details I provided regarding the account.

I want to make it absolutely clear that I will not be making any further payments towards this account, and I do not authorise any further payment requests or charges to be taken from my bank account.

I am also a vulnerable adult, and I now feel that I was manipulated into taking this contract out for another person. I genuinely believed I was helping someone I considered to be a friend, and I did not expect to be left responsible for the payments or the account.

I have already made Sky aware of the situation and I am asking that this is treated as a formal complaint and that the circumstances surrounding how this contract was taken out are fully investigated.

If Sky believes that I remain liable for any outstanding amount, please provide this to me in writing, including the basis on which you believe I am responsible and a full breakdown of any amount being claimed.

Please also confirm in writing that my concerns have been recorded, that no further payment requests will be made against my bank account, and that the matter has been referred to the appropriate department for investigation.

I would appreciate all further communication regarding this matter being made in writing.

Kind regards,
heather

[Daniel0210]

@Heather166 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here. Sky won't reply to you here. 

You can make a complaint via the methods in this link.

https://www.sky.com/help/articles/how-to-make-a-complaint 

Sky will aim to resolve it in 10 days but in reality they have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

[Mark39]

@Heather166 welcome to this customer Community 🙂.

You're not communicating with Sky here - they wouldn't anyway know who you are from a forum post.

If the account is in your name, you're responsible for any payment that falls due.