Subject Access Request - No response yet!!!!

[jemmapartner]

Agreed new contract with Sky 11th January by phone - can't remember exact amount, but been charged a completetly different and wrong amount on 10th Jan, 20th Feb and 20th Mar

Called Sky 12th Mar, explained situation, asked for copy of phone call on 11th January, told would get call back on 14th March - NO CALL!

Called Sky 19th March, same situation, got a complaint reference number

Called Sky 20th March, was ASSURED he would find person we negotiated deal with from the notes and would be dealt with

On 25th March I requested a Subject Access Request for data and phone calls, received acknowledgement that I would get a response within 24 hours

SURPRISE - I have heard NOTHING - but what annoys me the most is that it is pointless calling Sky as no-one is ever able to help, I spend hours on the phone and get nowhere.

Any suggestions on how to talk to someone in the UK regards complaint reference and the Subject Access Request? I believe that legally that have one calendar month to reply to my request so they running out of time - I ONLY WANT A COPY OF THE PHONE CALL WHERE THE CONTRACT AMOUNT WAS AGREED

[Daniel0210 · Accepted solution]

@jemmapartner 

https://www.sky.com/help/forms/customer-information-request 

These can take up to 28 days to be actioned.

[jemmapartner]

Why do they auto reply with "Thank you for contacting Sky Help Centre. We have received your message and aim to provide you with a personal reply within 24 hours" - frustrating!!!!

[Mark39]

I would guess it's the same automated, standard reply for all contacts with the Help Centre, regardless of the subject matter.

[disappointed8]

hello i   have just had the same thing happen to me where a new contract price was agreed and now the very next day they hiked the price up by £23, i have requested a copy  of the call becaus also becasue i am going to take leagal action, they can not send a contract with a price and the next day say it was a mistake and charge hire, a contract is a contract.

[Mark39]

@disappointed8 if Sky have made a mistake with their pricing, they'll most likely release you from your contract, if you complain (which wolod most likely be the same result of any legal action).

[MightyQuinn]

Hi @disappointed8   If you are saying the very next day, then you must be in the cooling off period. So simply cancel.

[jemmapartner]

It's finding the right person to do this that is the problem with Sky!!!! Round and round in circles for weeks on end...... my issue got resolved eventually but it took weeks!!!

[jemmapartner]

Good luck! I got the copy of the call just within the 28 day period promised. Even armed with the call it still took a lot of patience to get resolved! Eventually got to a person who helped, the phone call was over an hour, he was the third person I had to speak to (in cancellations/retentions) and only because I was almost in tears practically begging for a manager!!!! Prior to this they were telling me that the deal was no longer valid and trying to offer me a new deal that was nowhere near the original agreed deal. In the end, they had to cancel the contract that had been live for 4 months (4 months of being overcharged by nearly £30) and start a new 24 month contract at the original agreed price, less the overcharge split over 24 months, so all good in the end. A terrible system - and you can't get thorugh to cancellations easily if you jjust started your contract!!!!!!!!!