SKY SOLD MY PRIVATE PERSONAL DETAILS TO A DEBT COLLECTIONS AGENCY!

[GilliB]

• I am absolutely disgusted , outraged and appalled by the terrible way that "Sky" have treated me after being a loyal customer of their top tv packages, their phone line with calls and their broadband services, for over 18 years, literally adding up to thousands of pounds which I paid them! Never missed a single payment and never even made a late payment - my bills were paid on time every single month!  At the beginning of lockdown, when tens of thousands of people were losing their jobs, being made redundant and the cost of living was rising rapidly, we like many other households had to cut down on lots of things, from luxuries to essentials, so we regrettably had to cancel our entire tv, phone and broadband services. Sky sent us the box with a pre-paid label on it so there would be no cost to us, and I think it was around July when we received this box. Now, please bear in mind that we was in the middle of lockdown, I myself had to self isolate due to illness while my husband juggled shift work, home schooling our disabled 10 year old daughter who is registered blind, looking after my mother who has severe rheumatoid arthritis who cannot get out and about without assistance. On top of all that we lost friends and family members due to the effects of COVID 19. By the time I managed to get out again myself it was October/December and 1 of the first things I did was go to our local post office to send the "Sky" equipment back to them. I did receive a copy of the receipt and after 6 weeks of hearing nothing from "Sky" I assumed they had received their equipment back, so eventually I disposed of the receipt and carried on with the new normal way of life. Fast forward a few more weeks and I got a letter in the post, "SKY" had only SOLD MY PRIVATE/CONFIDENTIAL PERSONAL DETAILS ON TO A DEBT COLLECTION AGENCY! Since that day I have made repeated attempts to contact "Sky" to resolve this issue, but each and everytime I think im going to be helped - NOBODY HELPS, BECAUSE NOBODY CARES - as long as they get paid at the end of the week/month, they couldn't give a stuff whether they do their job to the best of their ability, which involves resolving customers issues/problems, all they seem to want to do is ignore it and wait for the next operator/call handler to pick up the complaint who will then just pass it on again! I GOT NOWHERE WITH SKY!! I AM NOW RECEIVING COUNTLESS EMAILS/CALLS/LETTERS, DEMANDING THAT I PAY THEM "£320" FOR UNRETURNED EQUIPMENT, WHICH "WAS" RETURNED - IT IS OF NO USE TO ME ANYMORE AS I DO NOT HAVE THE "SKY" SERVICES!! I AM NOW ABOUT READY TO BLOW!! MY ANGER, RAGE AND PURE FRUSTRATION HAS RISEN THROUGH THE ROOF, AND MY MENTAL HEALTH HAS HIT AN ALL TIME LOW! WHAT DO YOU DO, WHERE DO YOU GO AND WHO WILL HELP YOU WHEN, JUST AN ORDINARY WORKING CLASS CONSUMER IS FACING ACCUSATIONS  LIKE THIS FROM A MULTI-MILLION POUND COMPANY LIKE "SKY" WHO CAN COVER THE TRUTH AND SELL YOUR PRUVATE/PERSONAL DETAILS TO A DEBT COLLECTION AGENCY, WITHOUT "ANY PROOF" WHATSOEVER - YET "WE" JUST A WORKING CLASS FAMILY WHO ARE STRUGGLING TO GET BY IN A COST OF LIVING CRISIS, HAVE TO PROVE THAT WE "DON'T " OWE IT??! WHERE IS THE JUSTICE, FAIRNESS AND EQUALITY IN THAT? THIS IS JUST ANOTHER EXAMPLE OF HOW THE RICH GET "RICHER" AND THE POOR GET "POORER!!" APPARENTLY, AFTER READING MANY OTHER CUSTOMERS STORIES, THIS IS A SCAM THAT "SKY" ARE WELL KNOWN FOR - I AM NOT THE ONLY 1 IN THIS POSITION WITH "SKY" THERE ARE MANY MANY MORE OF THEM. PERHAPS, THE OMBUDSMAN, RIP OFF BRITAIN OR DEFENDERS COULD INVESTIGATE ON THIS MATTER??! IN A NUT SHELL I TRUSTED "SKY" TO BE AS HONEST AND FAIR WITH ME, AS I WAS WITH THEM - SHAME ON YOU AND EVERYONE WHO BENEFITS WITH BIG BONUSES FOR CHRISTMAS WHEN YOURE GETTING IT FROM YOUR LOYAL CUSTOMERS IN THE MOST DISGUSTING, UNTRUTHFUL, UNFAIR, DISLOYAL WAY!!!

[Daniel0210]

@GilliB 
You’re not talking to Sky Customer Services on here. This forum is where customers try to help other customers.

Sky will have passed the debt they believe you are responsible for to the debt recovery company. If you contact Sky now, all they'll be able to confirm is the amount you owe and the details of the debt collection company involved. Unfortunately the onus is on the customer to retain proof of posting and without it it would be at Skys discretion as to whether to cancel the fees. If you've read a lot of posts on here on the subject we constantly remind customers to retain proof of posting indefinitely. 6 weeks certainly isn't enough as returns are taking 2+ weeks to be processed and even then Unipart aren't the most reliable in telling Sky equipment has been returned. 

[MarkGoldsmith]

It quite usual for companies to sell their debt to debt collection agencies to chase up and collect on their behalf after a specific time period of the debt not being paid to them. Sky are not the only company that works this way and its pretty standard practice.

[TimmyBGood]

@GilliB 

Irrespective of other circumstances, transfer of personal information in pursuit of a debt is entirely legal and covered by the Sky Data Protection notice here.

We will share contact information such as name, address, telephone number and email address with debt collection agencies where there is an outstanding debt owed on the account. We do this so that they can use the information, alongside other information that they hold, to attempt to contact you on our behalf so that we can recover the debt.

In some cases, where we have been unable to recover the amount owed, we may sell the debt to a third-party debt management company. You will be informed when this takes place and following the sale of the debt, any questions you have about communications you receive should be directed to the company in question.

[Mark39]

@GilliB it's normal business practice to pass an unpaid debt to a specialist collections company. I haven't checked but I imagine it will be covered in the terms and conditions you agreed to. That way Sky don't have to be concerned with securing repayment.

It might have helped to explain the difficulties with returning the box within the deadline Sky gave.

Without demonstrable proof that you returned the equipment all you can do is explain the circumstances, perhaps by way of a written complaint to Sky whi might agree to withdraw the recovery procedure.

[PandJ2020]

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@Mark39 wrote:

@GilliBI haven't checked but I imagine it will be covered in the terms and conditions you agreed to. 

---

Standard wording in the contract:

"You will be responsible for paying all reasonable debt recovery fees/charges incurred in recovering
your debt, including fees charged by any debt collection company we use."

[caesarome]

@GilliB wrote:
I did receive a copy of the receipt and after 6 weeks of hearing nothing from "Sky" I assumed they had received their equipment back.

Never asume anything and while you have sent it back Sky would have sent your emails and texts about this so did you ignore them ?

[Ruthierox]

I am having almost the exact experience.  I cancelled SKY after never having missed a payment after a number of years.  I too received a box to return my equipment, which I duly did, receiving a stamped PO Proof of Postage  which I still have.  Not only this I have an automated email from SKY saying that they can see that I have returned the equipment.  Guess what ....?  Couple of months later I received a letter from Debt Collection Agency 1; I sent my evidence, said I would not deal with them following the letter and thought that was it, matter settled.  Couple of months later I received a letter from Debt Collection Agency 2 , sent my evidence and said I would not deal with them again.  I am now dealing with Debt Collection Agency 3, and received a letter from them saying they would refer the matter back to SKY and my account with them would be on hold to see what SKY have to say.  I have been in touch with them today, I had to, they kept ringing, daily! Apparently SKY are saying they have no record of the equipment being returned.  So, I am now waiting for Debt Collection Agency 4......

FYI I have an excellent credit record history which I am proud of, if necessary I will go to court I don't know what more I could have done. 

[Daniel-F]

Hi @Ruthierox 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Ruthierox.

[Ruthierox]

Thank you

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Ruthierox]

You have closed the invite, due to not responding within 48 hours.  It is now 10:46 Saturday 27th,  I do not understand I have responded to all emails received, see below.. dated 25 January 11:42.  I'm waiting for help with my complaint.

Please review your decision to close the invite.  

[Mark39]

Have a look at the link Daniel included in his post about how escalation works. You need to respond to the chat bubble, not emails.

[Addie15]

We have spoken to @Ruthierox and this has now been resolved. Thanks.