I have been a customer with Sky for 10 years and am paying over £120 for a basic package and internet due to being ignored by Sky Customer Services.
Called Sky Customer Services on 26th August to explain that I was concerned that a new deal I had been offered had not been honoured. Spoke to 6 customer service reps one of whom was very rude to me (Mark). Eventually spoke to a lady called Zoe from Cancellations. I made a complaint about the customer service rep being rude to me. I also made a complaint about the offer made to me not being honoured. I requested copies of the calls (SAR Request) from the call dates when the offer was made. I explained I have a neurodiversity disability and asked if I could get transcriptions of the calls. I asked if I needed to remain with Sky whilst the complaint was being investigated. Zoe told me she did not know the answers but would call me by 1st September.
Zoe never called me. She did not follow up on my questions regarding having to remain with Sky whilst the complaint investigation was ongoing or my question regarding my disability.
This is extremely disappointing and has completely broken my trust in Sky.
Tuesday 23rd Sept, I called Sky as I had had no contact from Zoe or update regarding my complaint for nearly one month. Again I was passed around from person to person. The first customer service rep could not deal with my complaint so I asked to be transferred to someone who would deal with complaint- transferred to 2nd customer rep (Kane) had no idea why I was being transferred.
Whilst literally on the call received an email from Sky telling me they had tried to call me. This was completely untrue and this can be evidenced by my phone company.
Passed to Abu in South Africa. Asked to be passed to UK complaint team. Gave reference.
Called 9.11hrs call was ended at 09.57. Not by me. The call was ended abruptly by Sky.
Same day 11.13am spoke to Sundev. I asked him to Make a note of complaint (he transcribed) asked to be put through to uk cancellations.
Stated would put me through to cancellations.
Spoke to Paul. Explained issue. Stated would;
Send feedback form to leaders
Request tapes from 26th August
Request tapes be transcribed
Request person who had access my account today to call me
Request Zoe to call me today- let her know how disappointed I was.
Would call later today to confirm I had been called back
Call ended 12.44hrs
Thursday 25th called by Zoe at 15.13. She stated she had taken some time off work and therefore had not called me. I reiterated my SAR request for the recordings of my calls to Sky on 10th, 17th, 18th and 22nd June. She was extremely argumentative and defensive.
She stated she would investigate my complaint and ensure I was updated. She stated my SAR request would be submitted.
Today is 20th December. To date, I have not been called back by Zoe, received an update regarding my complaint or had my SAR request followed up by Zoe.
I have however been sent the SAR recording of my call on 26th August with Zoe. This request was completed by Paul (I’m very grateful for his assistance).
I am deeply upset with Sky and your senior cancellations representative Zoe for treating me so badly despite being a customer with Sky for 10 years. I have lost complete trust in Sky. Please can somebody help me, I have been paying over £120 for basic services
