Sky mobile payment goodwill for sky error

[Anonymous]

Hello i paid my Sky Mobile bill yesterday when the payment was processed it went through on the Sky TV billing section. I have not had Sky TV for 10 years and I only have one bill for Mobile. The payment went there. My mobile bill is still shown as outstanding Sky have said that they are refunding me however the process caused me a lot of stress  and they said to me it's not their fault for the mistake, now it's their system. It's not my error. I have called them up about giving me a good will payment and I got no help at all from the agent and I have recorded the call so I will be contacting the ombudsman. I already told them this but they didn't take any notice has anybody else Had this stressful situation? 

[Mark39]

It seems inconceivable that Sky's accounting system could process a payment to an account not specified by the payer.

[GD1]

@Anonymous  No company will compensate for stress. It's simply not  a qauntifiable thing to compensate.

The Ombudsman won't deal with a complaint until you have gones through the correct complaints process with Sky and the complaint remains unresolved after 56 days or you reach deadlock.

It sems that the issue is caused by user error rather than a system error.  How did you make the payment?  Online by card or bank transfer?

[Anonymous]

I didn't make an error. I signed into my mobile account and made the payment on the correct platform. I know how it works. I'm a retired billing & cx service manager for a rival company. 

[Anonymous]

I know the process. 
I informed them yesterday I called Ombudsman tell them they have 56 days. 
I know the process. Im a retired cx service manager in the same business. They can do goodwill because the stress caused a seizure. I have medical issues. 
I am epileptic. I recorded the call. When it is a system error companies normally credit a goodwill payment. 
That was always our policy. 

[Daniel0210]

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@Anonymous wrote:

That was always our policy. 

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@Anonymous 

But not necessarily something that other companies do so shouldn't be taken for granted. 

[martswain]

I don't believe you can go to any ombudsman until you get a deadlock letter after a formal complaint to the company in question or for 8 weeks, whichever comes sooner.

Therefore get a complaint reference from Sky.

As you are getting a refund they are not obliged to pay any compensation despite what you may think.

Suggest you set up a recurring payment with the correct reference to ensure it doesn't happen again.

[Anonymous]

The TV billing section should have been taken off my account years ago. 
It transferred to the other system. 
It isn't inconceivable at all. 
It is their error. 
The guy even admitted they had been system issues. 
It's simple to remove a former product billing section from the account. 
I actually spoke to the Ombudsman for the second time yesterday & they also confirmed it.