Ripped off by SKY retentions team

[66roadie]

So I cancelled my sky broadband at end of contract and ordered BT full fibre (so much cheaper) Sky then sent email about discussing a deal to stay. Out of curiosity I phoned the retention team, eventually David (alledged supervisor) agreed to give me full fibre 300 and  family & friends phone all for a really good price, so I cancelled the BT order and ordered the sky full fibre. Now installed Sky have reneged on the agreed price and are charging me the full price for both. Despite repeated call to sky I'm getting fobbed off every time despite them saying they can see the agreed terms on my records!! who or where can I go from here to get this sorted out.
I am a disabled pensioner and the stress is making me feel poorly.

[Mark39]

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@66roadie wrote:

Despite repeated call to sky I'm getting fobbed off every time despite them saying they can see the agreed terms on my records!! 

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Can you clarify what you mean by 'getting fobbed off'? And what are they saying after acknowledging that they can see the agreed terms?

[Daniel0210 · Accepted solution]

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@66roadie wrote:

and  family & friends phone all for a really good price, 

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@66roadie 

There is no family & friends landline phone tariff through Sky. I do remember BT had such a plan back in the day (they may still do) but not Sky. 

[66roadie]

Each time I phone and question why they have not activated the agreed deal the customer service person tells me they cannot sort it out and will leave a message for the supervisor to action - which has not been done so. The latest call (yesterday morning) I was told to wait 72hrs for a call back!!!

I am just going round in circles with these people and getting nowhere.

[Daniel0210]

@66roadie 

Promised call backs not forthcoming is quite common I'm afraid. If you don't receive one you may need to call Sky again.

[66roadie]

My mistake I meant - SKY Anytime extra

[Mark39]

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@66roadie wrote:

Each time I phone and question why they have not activated the agreed deal the customer service person tells me they cannot sort it out and will leave a message for the supervisor to action - which has not been done so. The latest call (yesterday morning) I was told to wait 72hrs for a call back!!!

I am just going round in circles with these people and getting nowhere.

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It sounds as though some behind the scenes manual intervention is needed to set the price you pay in line with the agreed terms. That's not normally necessary, but there have been previous examples posted here (happened to a friend of mine too).  I'd give it a few days and if you don't here from them, call again to ask if the required correction (carried out via a 'CRF' in Sky's parlance) has been applied.

[66roadie]

Many thanks for that much appreciated, I will wait for the so called 72 hrs and if nothing forthcoming I will as advised give them another call.

will let you know the outcome.

[66roadie]

Just wanted to thank you all for your help and advice.

I am very happy to say I phoned up again and within a very short time everything has been resolved.

I spoke to a really helpful lady who understood my situation and had the patience to sort everything out in a very short space of time.