Sky Switching Credit

[Yorkeh]

So I joined sky broadband from BT with the promise of them paying the charges back. I get a relatively swift response back saying it's been accepted and I can expect the credit within 72 hours.  This was on July 16th. Numerous calls to agents who can't help as it's 'an email only service' and emails to the credit team give me the same please wait 72 hours and we thank you for your patience response. 

My question is, even after the credit is accepted, how long does it take to show on the account? It's almost £100 of charges and I'm concerned it'll get to 90 days and I won't see a penny. 

Many thanks.

[caesarome]

Have you looked on your future bill to see if the credit has been applied ?

If it is there then advice on what to do can be found here:

https://www.sky.com/help/articles/switching-credit-offer

Been waiting more than 14 days? Email us at switchingcredit@sky.uk with your Sky account number and postcode and we’ll check why there’s a hold up.

[Yorkeh]

I've checked the future bills and there's no sign of any credit being applied. 

[Yorkeh]

Also as a side note I've emailed etc but found I get the same please wait 72 hours response. 

[caesarome]

You could try registering a complaint as that might kick things into lief with this:

https://www.sky.com/help/complaints 

[david31071958]

Same here. Got the 72 hour email on 23rd July and no credit yet. (29th today) Have used online chat twice. First after 96 hours said it was imminent. Second said email the "switching" dept again. 

[Yorkeh]

Currently I'm still waiting. I've put a complaint in only to be told nothing can be done until after 14 days from the email stating my credit has been accepted which for me is tomorrow. 

All other enquires into this have been pretty unhelpful as the switching team is 'email only' and nobody at Sky can contact them other than emailing the same address that we do.

[david31071958]

After complaining via the link above I received a reply stating that there is a technical issue and that the credit will be applied " at the earliest" 

[Yorkeh]

I also put in a complaint using the web email form on the sky site and yesterday got an email with a dedicated number to call a team that handles complaints. I rang this yesterday and the guy said that if the credit is not on my bill by the end of the 14th day (which for me is tomorrow) then call the number back and they'll sort it. 

So maybe, as you've lodged a complaint, wait until that 14th day and then if nothing happens ring again and see what's happened. 

[Yorkeh]

Following on from this I've finally had a resolution. Despite promising this has been added to my account it seems the switching team didn't add this to the notes to my account and therefore it was never processed. After speaking to someone today this has been added to my account. No idea what's going on with the switching team. 

[david31071958]

Does it just appear  in the bills. Our next bill is £88 ( 2 months due to recent change) Will this be reduced to zero and £12 deducted from

the next bill. Sorry, might be obvious but Sky are so vague. 

[david31071958]

Also, I assume you now have evidence it's been added. Not just a promise from the end of the phone. 

[Yorkeh]

Sorry I thought I replied earlier. 

I basically had to wait the 14 days after receiving confirmation of the credit before my complaint would be looked at. For me today is that day. 

I have proof on my future bills tab. It's now saying credit applied and come off my September bill. (Like you I'm paying more this month due to catching up with payments on the broadband) 

I would keep the complaint open and you should get out through to a complaints team that are very helpful. The lady that helped me today sorted it out in no time. It seems the switching credit team accepted my credit but did nothing to add it despite tell me numerous times that had. For a company of skys size I find this wholly unacceptable.

[NikiC]

I have not had my credit from the Switch team. I sent my TalkTalk bill and proof of payment on 4th August to switchingcredit@sky.uk. I got a response the same day saying it'll be applied within 72 hours. I didn't get the credit so I followed up on email again on 12th August. I got a reply that said there's a technical glitch and to wait another couple of days. Still no credit so I emailed again on 19th August saying just apply the credit like they did with the £50 offer when I signed up. The reply said there is a technical issue and they'll be in touch. I always have to chase and it's ridiculous. Apply it as a credit, really simple! 

So I've just logged a complaint.