Still being billed by previous provider after switch

[SamF1923]

@IK2 I have escalated it to customer priority team who appear to know what they are doing unlike the customer service department who I initially spoke to. The customer priority have covered my financial losses incurred from my previous provider still billing me. Hopefully they can help you too, a £10 Tesco voucher is an insult for something that isn't your fault. I hope you get it sorted. If not you can escalate it further with the Communication and Internet Services Adjudication Scheme (CISAS).

[IK2]

Thank you for your reply, I will certainly do that cause I am tired of the generic questions given by customer service at this point.

again, your input is much appreciated!

[MarkGoldsmith]

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@IK2 wrote:

Thank you for your reply, I will certainly do that cause I am tired of the generic questions given by customer service at this point.

again, your input is much appreciated!

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Just a note in order to eventually get it to CISAS you first need to have raised an official complaint with Sky and they have 8 weeks to find a resolution. If you aren't happy with the resolution and you are at statement with Sky you can then request a deadlock letter. It's this letter you need to be able to take it further.

You can raise a complaint here: https://www.sky.com/help/articles/how-to-make-a-complaint

Details of how the complaint process works and obtaining a deadlock letter and taking it to arbitration can be found here: 

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[IK2]

Thank you for the clarification, I will follow the process and hopefully report back with an update.

[IK2]

Hello,

I wanted to provide you with an update on my recent interactions regarding the issue we discussed. After investing considerable time on the phone and exchanging numerous emails, I was eventually connected to the priority team. To my surprise, instead of the initially offered £10 Tesco voucher, they graciously extended a £15 voucher as a goodwill gesture.

However, I made it clear to the agent that my primary concern was not about vouchers or gestures, but rather addressing the underlying issue of being double billed due to a failure on Sky's part. Consequently, I requested a deadlock letter to escalate the matter further.

Following further discussion, lasting approximately 1 hour and 15 minutes, the representative handling my case agreed to credit my account with an amount equivalent to a refund, rather than providing a direct refund, which I agreed to.

I appreciate the advice, @MarkGoldsmith, @SamF1923, and I hope Sky addresses this issue fully to save its customers unnecessary headaches.

[SamF1923]

Hi @IK2 

Thank you for taking the time to provide an update. I am so pleased to hear that you have had a satisfactory outcome! And I'm glad that I was of some help. 

Hopefully everyone whose been effected can follow suit.

Take care.