Sky switching credit team, just incompetent or are they a con?

[Clivexxx]

Having provided all the documentation requested and all the evidence all I receive back is standard computer text responses that don't make sense and then they ask for the same documentation again. It's a computer loop to put us off claiming and for them to avoid paying out. I know many others have said the same on this forum. A disgrace to Sky!

[Lisa-P1987]

Hi there, does your documentation specify that the charges are for leaving your provider, so phrases such as "early termination fee" "cancelation fee" "cancellation charge" "early cancelation charge" etc? 

If it is not clear on the final bill that the charge is for cancelling, the team cannot provide the switch credit. 

If this info is shown as a separate charge with any phasing that shows it is for finalising with the provider, then we can look further into it for you. 

One of the superusers/oracles can escalate this post to our team depending on the answer you provide 🙂

[Clivexxx]

No, it shows what BT choose to put on their final invoice, not the words that Sky would like them to do. The detailed final BT invoice DOES show the dates of the periods of charge both BEFORE and AFTER the date of my switchover to Sky which should be adequate unless Sky are trying to use small print to wriggle out of their commitments. It would also be helpful if somebody in the Sky team took the trouble to read that explanation in my emails to them instead of just pressing the 'reject' button on their computer! SKY can validate the date of the switchover and why would I be paying for a service from BT that I no longer have! Appalling service and making me think I should cancel Sky and return to BT.

[Clivexxx]

NOW PLACED A FORMAL COMPLAINT TO SKY.....IF THEY CARE....

COMPLAINT NUMBER......KMM59859196V42311L0KM

[Clivexxx]

COMPLAINT NUMBER KMM59859196V42311L0KM PROVIDES ALL THE DETAILS AND DOCUMENTS SENT SEVERAL TIMES AND THE APPALLING CUSTOMER SERVICE (COMPUTER) RESPONSES. 

SOON TO BE BYE BYE SKY.....BROADBAND, TV, MOBILES ....THE LOT!

[Clivexxx]

As I've now been advised by Sky It turns out this is NOT a department but it's just an unmanned computer.

Clearly Sky are not interested in paying money out that it has promised.

Obviously the answer to my original question is.....Sky switching credit IS a Con!

Sky you should be ashamed!

[Anonymous]

I sent the final bill from BT & Bank Statements showing proof of payment by direct debit to claim fees for early redemption. Like other posts it seems like a robot is manning the request for refund & it will never be resolved. I will not be recommending Sky.

[Mark39]

@Anonymous as per Sky's reply to the original poster - does your final bill from BT specify separately the charge for finishing your contract with them early? If it doesn't, Sky won't be ab.e to reimburse you. The terms and conditions are perfectly clear on it.

[Anonymous]

Can someone please help by removing my post.  Thanks 

[Mark39]

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@Anonymous wrote:

Can someone please help by removing my post.  Thanks 

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You can do that by sending a private message to one of the Community Managers,  or you can anonymise your post by closing your forum account: https://helpforum.sky.com/t5/user/myprofilepage/tab/personal-profile:close-account

[Clent123]

Hi @Lisa-P1987 

I have sent all the documentation over at least 7 or 8 times now and keep getting the same automated responses. Incredibly frustrating and almost at the point where we may just cancel the lot! 

Can you please help as I am getting no help from anybody at Sky?!

Thanks 

Gareth Bown 

[caesarome]

@Clent123 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Addie15]

Update-We are closing this chat session now, but if there is anything else we can help with, please do not hesitate to reach out. Thanks.