Hello,
I am a 10 year long Sky Broadband & Pay & Talk customer. On July 14th 2025 I received an email titled, "Arrange repayment of a credit balance", saying my account was in credit for an amount of £28.21 & to call an automated number to confirm my details were correct for a cheque to be sent out to me (0808 101 4437). I was told on that line it would be sent out within 10 working days. No cheque has arrived. No credit has appeared on my account.
I spent 90 minutes on the phone today experiencing the worst treatment & customer service I have ever received in my entire life (& that includes my experiences at the hands of Ovo Energy). It seemed this Customer Service was in India & all service was a disgrace. In stark contrast to me recently getting a call from Sky asking if I would be interested in a streaming service with a South African representative who offered actual customer service 10/10. Today's customer service 0/10. Indian rep's asking me to prove how Sky owe me money when I have an official Sky email telling me that fact.
Sky customer service would not accept the email I was sent in a forwarded manner, I had to upload a screenshot of if & then obtain a 6 letter / digit reference number, as they have no record of the email being sent. The email was sent from (sky @ notification.contact.sky - not allowed to be typed here in email format) which I have many emails from. All emails from Sky have a unique 7 letter / digit identifier on the bottom right corner of them below the privacy notice, (3 capital letters & 4 numbers) but CS rep's in India could not even comprehend that, even on a basic level.
I elevated this to a complaint via being logged in on the My Sky account webpage. I have 2 questions.
1. How do I get my refund, (as Sky don't seem to want me to have it, despite telling me I am due it).
2. Is there anything in the small print that can get me out of my 2 month ago agreed new contract on the issue of zero customer service.
Even the chatbot says on every call my contract is coming to an end, when I agreed a new contract in June 2025 which is also the reason for me being overcharged. It seems from top to bottom Sky customer services are falling apart, with the exception of signing up for a new deal or streaming service. Customer service is on point then.
My girlfriend was sitting next to me during these wasted call efforts today & is also a Sky customer & she couldn't believe I was being treated in the manner I was, kept on hold for ludicrous amounts of time.
Many thanks.
