Rejoined Sky Mobile in August on the basis that Diamond customers get the free roaming passport in 120 countries, that they've advertised in the Sky VIP app since the end of July. We have 4 SIMs on the account, should be paying £11 per month for unlimited everything including that global roaming.
Went to Egypt in the middle of August and only one of the SIMs worked when we landed, in order to get another one working i had to remove the £0 spend cap which then triggered the Roaming Passport Plus and were charged £2 for it. Attempted to speak to someone at Sky whilst we were out in Egypt and the only way they could get it to work for the rest of the SIMs was to remove the spend cap which then resulted in £2 charge every day for all 4 SIMs (even the one that worked originally). We were told nothing could be done whilst we're out of the country and to call when we return to the UK.
Called Sky the day we got back and was told there's no Global Roaming, free roaming is only available in Europe. Absolutely furious at this point i had to explain to a Sky employee their own offers and point them to the Sky VIP section where the Diamond customer offer is advertised. After about 10 minutes of arguing and them speaking to supervisors they agreed and said it would need to be escalated.
After a week, still heard nothing so called back, once again told that its only free roaming in Europe. Same conversation again, then advised we were correct and shouldn't have been charged and the charges would be removed.
After a couple of days i went back into my account, and the bill for Sept is still showing the extra £50 for roaming in Egypt.
Called yesterday and once again the outsourced call centre tells me Egypt isn't in Europe and therefore the charges were correct. I'm beyond annoyed now at having to explain to Sky staff their own offers! Was then told it would need to be escalated & we'd have to wait 7 days, at which point i pointed out we'd already done that and it needed sorting today. The bill is due on 10th Sept and the extra spend isn't budgeted for. After escalating and speaking to a supervisor he agreed to remove the charges yesterday and escalate whatever back end issue there was that stopped the free roaming being applied in the first place.
Looking at my predicted bills for this month, nothing has been done. All the extra roaming charges for Egypt are still there and we're approaching the billing date.
How do i get this mess sorted out, who do i need to speak to because the call centres are clearly untrained and cannot do this. Will going into a Sky Store help, can they do anything?
