Unanswered dispute

[Myk59]

Good afternoon I joined Sky for my TV and broadband in January. An offer was agreed and the installation was carried out in around 2 weeks. I recieved a bill for nearly double the agreed amount. I called to open a dispute on the 17th February when I was advised that Sky would listen to the recorded telephone call with the agreed amount, and that I should cancel my DD until the matter was resolved. Someone would then contact me by the 28th February. It is now the 8th March and I have heard nothing apart from a text message to state my bill was overdue. I have called on numerous occasions since the 28th and I get an automated message asking me to add my bank account details to pay my bill! I'm at my wits end!!! Can someone help????? Thanks 

[Daniel0210]

@Myk59 

As fellow customers we don't know the inner workings of the Sky departments but I'm surprised you were instructed to cancel your direct debit as that breaches the terms and conditions you signed up for and just causes the problem you're now encountering. Before you can speak to Sky (unless they call you) you'll have to reinstate a continuous payment method. 

[Mark39]

Unfortunately it was poor advice to tell you to cancel your direct debit, because as you've discovered, as soon as a bill becomes overdue, all calls are diverted to a request to re-set up your bank details.

In all honesty, the best thing to do now is to set up your direct debit again so that you can contact Sky to chase them up on the proper implementation of your offer. They will, of course, reimburse you if they've got it wrong.

[Myk59]

Thanks for your response. It just keeps on getting worse, it's so stressful. I cannot afford to make the payment, it's over double what we agreed and told them we could afford 🙄.

[Daniel0210]

@Myk59 

Be aware your first couple of bills are usually higher, basically due to the dates they cover (over the usual 28 days). In effect you’ll be charged from the date of the activation up until the end of that billed month, and for the next month in advance. Check out your future bills to see if they reflect the amount you were expecting. 

[Mark39]

I'm not sure if they can help, but you could try contacting Sky via Twitter or Facebook Messenger if you use social media.

[Myk59]

@Daniel0210 

Yes thanks for that I will take a look now. 

[Myk59]

@Daniel0210 Just had a look through my future bills, sadly the difference is only £3.00. Seems I'm stuck between a rock and a hard place. Absolutely disgraceful that I was advised to cancel DD and that call was recorded too! 😑