Ripped off by Sky Sales

[RAELLIOTT75]

I've recently had to move to Sky Stream due to a neighbour's tree blocking my satellite signal.  The move price was £70.49 a month but I was sold a package where they said they could do it for £60.79 a month if I also took a Sky SIM card 40gb for an additional £7 a month.  I thought this was a good deal as it meant I could move my daughters service from another provider.  Low and behold, the bill came through for £70.49 with additional charge of £7 for the sim.  I contacted Sky and they asked for proof.  I said they should have the recording of the call and they said they would check it.  I later got a message saying the recording confirms it was agreed at £70.49 which is unbelievable.  I negotiated with this guy for over an hour a confirmed all charges before agreeing to go ahead with the package.  Has anyone else been ripped of in this way and what can I now do to fight this case?  It's now more out of principal with cost.  I do have full legal representation, is it worth going down this route and getting a copy of the call transcript?

[PandJ2020]

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@RAELLIOTT75 wrote:

 I do have full legal representation

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Any court would expect you to exhaust non-legal options first.   See: https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

[DaveDrizen]

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@RAELLIOTT75 wrote:

I've recently had to move to Sky Stream due to a neighbour's tree blocking my satellite signal.  The move price was £70.49 a month but I was sold a package where they said they could do it for £60.79 a month if I also took a Sky SIM card 40gb for an additional £7 a month.  I thought this was a good deal as it meant I could move my daughters service from another provider.  Low and behold, the bill came through for £70.49 with additional charge of £7 for the sim.  I contacted Sky and they asked for proof.  I said they should have the recording of the call and they said they would check it.  I later got a message saying the recording confirms it was agreed at £70.49 which is unbelievable.  I negotiated with this guy for over an hour a confirmed all charges before agreeing to go ahead with the package.  Has anyone else been ripped of in this way and what can I now do to fight this case?  It's now more out of principal with cost.  I do have full legal representation, is it worth going down this route and getting a copy of the call transcript?

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Prior to getting your bill after speaking to the sales rep you should have got a confirmation email confirming the new offer and  the price . This normally sent within a hour of you putting down the phone it standard sky practice. You can also see this confirmation in you "Your messages " either  in the my Sky app or by logining in to your account on the Sky.com web site and clicking on to the little head on the top of screen and selecting "my messages" from the menu and there will see message dated the date you spoke to Sky  "confirming  your Sky offer" This being the why did you not quary the price when you received the email as you could have got straight back on them and queried it and if you won't happy cancelled the SIM card before the changes were implemented.

[RAELLIOTT75]

I received no such email or message within the sky app detailing the new charges.

[DaveDrizen]

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@RAELLIOTT75 wrote:

I received no such email or message within the sky app detailing the new charges.

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That is stange it normal sky practice to send out these emails and messages. If I look in My messages I can see confirmation of offers going back many years, may be you therefore query  it with Sky  why you did not get a email as it also tells you have cooling off period of  30 days. Also if you have not received any email how they have told about how and when to return your SkyQ box as this information is also detailed in the email. You did actually contact and speak to Sky customer services to do this deal.?, 

[Mark39]

@RAELLIOTT75 there's a link here to the form you can use to request a transcript of your call with Sky. That will confirm your recollection of the call and you can use it to raise a formal complaint with Sky..  

[Me134]

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@Mark39 wrote:

@RAELLIOTT75 there's a link here to the form you can use to request a transcript of your call with Sky. That will confirm your recollection of the call and you can use it to raise a formal complaint with Sky..  

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Would that be the following 🙂

https://www.sky.com/help/forms/customer-information-request

[Mark39]

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@Me134 wrote:

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Would that be the following 🙂

https://www.sky.com/help/forms/customer-information-request

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It would!

[RAELLIOTT75]

I've now found it under my messages but didn't receive an email.  On first looking at this, checking the billing I assumed it was tied to activating the sim which I'd not done yet, expecting it to change after activation.  I've been with sky 24 years and never had this kind of issue so stupidly assumed I'd get what was discussed verbally with the agent on the call.  Especially after he kept disappearing for ages to see what he could do as a deal.  The outcome was no different than me doing it all online.

[RAELLIOTT75]

Thank you, that's definitely something I'll be asking for.

[RAELLIOTT75]

Thank you

[DaveDrizen]

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@RAELLIOTT75 wrote:

I've now found it under my messages but didn't receive an email.  On first looking at this, checking the billing I assumed it was tied to activating the sim which I'd not done yet, expecting it to change after activation.  I've been with sky 24 years and never had this kind of issue so stupidly assumed I'd get what was discussed verbally with the agent on the call.  Especially after he kept disappearing for ages to see what he could do as a deal.  The outcome was no different than me doing it all online.

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Do normally  get emails from Sky? As message is just a copy of the email sent.  Every time I have made changes to package I get two email very shortly after purring down the phone. On email is confirmation of of the new offer and confirmation it detail what it is and the price and discounts. The second email is confirmation of the actual changes give details of what telling what is changing and the dates that they will happen. It also tells you about sending you old SkyQ back.

[RAELLIOTT75]

Yes I normally get emails from Sky and details of the changes came through but just a summary of the items,  ultra tv, multiroom, uhd etc. but with no associated costs either for each item or total.  My messages was a different message with an attachment.  I did receive the order email for the mobile sim though.

[DaveDrizen]

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@RAELLIOTT75 wrote:

Yes I normally get emails from Sky and details of the changes came through but just a summary of the items,  ultra tv, multiroom, uhd etc. but with no associated costs either for each item or total.  My messages was a different message with an attachment.  I did receive the order email for the mobile sim though.

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Ok for future reference if you look at you forth coming bill and future  bills either on the my Sky app or logging on to your account again shortly  after  agreeing you deal, you should find they they have already been up dated with the changes. When I last updated my package the billing was updated within in hours showing the new discount and prices and any credits due.