Step Change, CCS Collect Billing issues

[ads_uk]

Hi

Can you please supply me the complaints email for Sky Mobile.

I have received 3 letters in space of 5 days from CCS Collect, despite a complaint that should still being investigated by Sky Mobile for the lack of clarity by an agent whilst initiating Payment Holiday.

I accepted the payment holiday due to financial difficulties but apparently this didn't include the £200+ that was due!

I am now in further financial difficulty and I am dealing with Citizens Advice to help me with a Step Change application.

However I'm concerned about the CCS Collect as they are failing to respond to communication.

Please advise Sky Mobile complaint contact email, as I do not wish to be speaking to one of your agents over the phone, as the last time they tried to get me to pay in full when I stated financial difficulty (which is against FCA rules on Forbance)

[PandJ2020]

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@ads_uk wrote:

Can you please supply me the complaints email for Sky Mobile.

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There isn't one.

Use this form: https://www.sky.com/help/articles/how-to-make-a-complaint

p.s. this is a customer forum - you are not contacting Sky here

[daveNOS]

@ads_uk The payment holiday that is offered would never include arrears already accrued, it would only apply from the date it was agreed.

Regarding CCS how have you contacted them? If its only by email then they may take time or reply(it may well be 7 to 10 working days).

They offer a webchat service which will get you a response quicker, so it may be worth getting citizens advice to help with that.

I'm not sure Sky complaints will be able to assist now that the debt has been passed to a collections agency, you may find they direct you to contact the debt company. 

[ads_uk]

Thanks.

So how is a customer supposed to send documents relating to financial difficulty to Sky Mobile?

Why do companies make it so difficult to email so you have full proof of communication

[ads_uk]

Thanks for your response.

The debt that's been passed to CCS Collect is missed payments.

There is still fixed sum loan agreements for two devices that are still under payment holiday.

CCS Collect hold no legal right to anything as account is still owned by Sky.

CCS can add a percentage to any debt as part of the collection process - which is pointless as if I can't afford to pay the sky mobile debt I'm certainly not able to pay them.

[PandJ2020]

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@ads_uk wrote:

So how is a customer supposed to send documents relating to financial difficulty to Sky Mobile?

Why do companies make it so difficult to email so you have full proof of communication

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They do have email - but there isn't a general email address to use.  (They will advise where to send any required documents)

[GD1]

@ads_uk  Step change will be able to send any relevant correspondence regarding any payment plans they setup, however I would still make Sky aware that your are going through Step change as well as the DCA so they can hold any follow-up letters while step change arrange things.

[daveNOS]

@ads_uk It's unusual for a collections agency to be involved when the account is still active, it may be that once the payment holiday ends that the account is closed and transfered to the collection agency.

As already stated you need to make both Sky and CCS collect aware that you are going through an application with Step change as that should stop anymore letters or action from CCS collect.