Poor customer service

[celtliz]

Broadband contract was due for renewal in February and just renewal on existing service with no change. Got sky max boost hub sent which I wasn't told about. Informed sky on several occasiobs it was not requested and to be cancelled and equipment was returned. Now have received a cancellation fee for a service was wrongly given. Have been passed from one person to another to escalate to complaint due to having to sort this out over tge past 2 months abd been told there is no actual customer service or complaints dept. How do I escalate this!!

[Daniel0210]

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@celtliz wrote:

been told there is no actual customer service or complaints dept

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@celtliz 

Well you obviously know there is a Customer Servives as you've spoke to them.

Once you've made an official complaint (this link explains the methods of making a complaint)

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

Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

[celtliz]

I got put through to retentions team as was told by a call agent there was no actual complaints or customer service department.

[Daniel0210]

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@celtliz wrote:

I got put through to retentions team as was told by a call agent there was no actual complaints or customer service department.

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@celtliz 

As I've already stated, the call agent (mentioned above) was Customer Services. All calls to Sky go through to Customer Services. Who else do you think answered your call? You will need to allow Sky to deal with any official complaint you've made. 

[Sky1011]

@celtliz I understand your frustration. Unfortunately Sky make it incredibly difficult to escalate something like this. They don't note complaints as reported and Sky support have told me that there is no way to escalate a call so instead they just transfer to different teams. On this forum when you ask for help, you'll just get the kind of answer you've seen here with a "well you clearly know they have customer services". The idea presumably being that you'll just give up on this as a source of help too. 
The retention dept is probably the best equipped to get the charge removed, because they have the authority to waive charges, reduce prices etc. 

But you won't be able to escalate an issue in the way a proper customer service organization would support unfortunately. It's not right, but it's the experience of 1000s. 

[celtliz]

@Sky1011 

This has been my experience. When I say I want to escalate complaint  after getting pased from one department to another. I was put through to retentions team who took the charge of my account. When I got a reply to my email re complaint re general service they had no record of the case number I was given when I originally logged  the ongoing issue