Why is so hard to correct a mistake?

[TimH3]

Just wanted somewhere to vent.

I wasn't happy with the out of contract price increase for my Sky Q package and cancelled it. Three days later, I got a call from the retentions team who made me a really good offer, which involved switching to Sky Stream.

Entertainment pack with Netflix, Ultra HD and Ad Skipping were all included in the offer. Ad skipping didn't seem to be working, but when I looked it up, it wasn't clear whether or not it worked on this particular app so I ignored it.

I've just had a bill which was for a random amount, as they can be when you make account changes, but it prompted me to have a look at the bill, and upcoming bills. Ultra HD has vanished completely, and next month I'll be getting a refund for cancelling ad skipping. All subsequent bills are for basic tv only (and to be fair, the price adjusted accordingly).

So I called Sky today to find out why these add ons were taken away. It took just over 40 minutes, and three different people to get..... nowhere. No-one can explain why I don't have them and because the agent I spoke to didn't make complete notes, they can't even be sure what the price I was quoted was, so either can't or is unwilling (depending on who I was speaking to) to make adjustments to my account to get them back unless I pay the full price.

The only resolution is for someone to listen back to the orginal phone call to confirm the price I was quoted and maybe do something about it at that point. That's going to take 2 weeks! The callback is scheduled for the 31st (and therefore last) day of my cooling off period.

Surely agents are told what discounts they can offer, so even if they miss it off their notes, the price can be checked? I cannot believe an investigation is going to take so long.

I'm fully aware this is very much and first world problem and I'm not being charged for what I'm not getting, it's just that switching to Stream has been incredibly frustrating, and I wish I'd taken the other offer I was given to stay with Q and forgo UHD capabilities.

Rant over.

[MightyQuinn]

Hi @TimH3   They should be able to listen to the call if you make a formal complaint.

[purpleparrotuk]

Same happened to me yesterday. Cancelled Sky after being with them for 25 years. Changed my mind a few hours later. Called up and was happy with the offer and told I will be on a monthly plan and can cancel when I like since no contract. Their system crashed though when they were doing the deal and the cancellation emails came through again. The advisor said don't worry it's all worked ok his end. 
Then this morning I look at the bills and they are all wrong. Nearly £20 more than I have been quoted. So I spent an hour on the phone and the advisor said there is some kind of error with my account and he has now signed me up for a 24 month plan that I told him I didn't want and at a higher costl. I have to wait until next week to see if the resolution letter he has filled in will give me the offer back that I agreed to in the first place. Luckily they can see the price in the notes I was quoted but was worried that my next bill was going to be nearly twice as much as I should be paying. Will have to see what happens with bills now. He told me that there is a note on the system to say I can break the contract when I like due to problems but I am not happy I am paying more and now seem to be in a contract. Even if I want to cancel I will have to prove I can with a reference number I was given.