Hello,
I am getting in touch because my account has an outstanding balance that I want to resolve, but I am hitting a brick wall.
I have ADHD, which causes significant executive functioning challenges and impacts my working memory. When I tried to call your specialist debt team to sort out a monthly payment plan, I was blocked by security because I could not remember specific Direct Debit dates from two years ago. I stated numerous times that I didnt understand what was being asked of me as the caller kept saying 2 digits from account number. [Not realising she meant bank account number] When I eventually worked this out after 15 minutes of pure frustration and feeling like a failure I was told it didnt matter if I got the details right or not now as they couldnt help me today anymore and I would have to have a phonecall and try another day. It took me all the time to build up the strength to ring and not bury my head in the sand and I wanted it resolved and to get things back on track. This standard process makes it impossible for me to manage my account. Under Ofcom regulations and vulnerability guidelines, I am asking to be passed directly to the Sky Accessibility Team or a Specialist Vulnerability Agent who can verify my identity using alternative methods.
I want to set up an affordable, structured monthly repayment plan to clear what I owe without being told I cant get it sorted.
Please move this conversation to a secure online text message format so I can resolve this on my terms without the stress of the phone lines. Thank you.
