please help this is urgentl

[pleasehelp1]

this is very painful writing this narrative.   My late partner of 36 years was a loyal customer of well over 20 years.  He kept on saying that his monthy bill was extremely high. I said call sky and he replied that calls would cut off after 30 minutes because no body answered and he couldn't afford the phone bill so he gave up in the end.   He died a horrible harrowing death from cancer so I finally had access to his bank statements.   My partner was right.  I couldn't understand why it was so high, we only wanted and needed only a basic service.  So two days after he died I emailed the sky bereavement team saying I wanted to continue with sky q but could not afford the price my partner was paying.  I got a snotty email back saying that SKY only had a bereavement team for sky broadband and that I would have to call the same number that would be cut off after 30 minutes because no one answered the phone.  (I have a copy of the email I sent to the SKY bereavement team.  On the third attempt got through to an offshore call centre explained the situation and was advised that they would close my late partners account and I would be transferred to the uk where I could open a new account in my name.  Both calls took over an hour.  All the terms and conditions were advised to me over the phone call and it took forever.  So many that if I had a dispute at a future date I would never remember exactly what I have agreed to and something weird happened .   Well the good news.  I was give a months leadtime but actually the new SKY q box was installed by an engineer after two days.   Why are I really, really angry.  I pick up my partner's ashes and the following morning get a threatening letter addressed to my late partner advising he owed money and if it was not paid quickly the debt would be given to a collections agency and he/I could be taken to court.  I was extremely upset. I drafted a complaint letter and posted it to the pox box number.   Later the same day I received a call asking for my dead partner.  I said who are you and the young lady (Clarissa) said SKY tv.  I immediately said what department are you from and why are you calling.  She refused to answer.  I told her what was in my complaint letter and I said check your records.  I have cancelled my partners old account and opened a new account name afterwards could you check.  She came back and said yes sir you are correct.  I said I was you to waive the outstanding amount and I want a letter of apology with a guarrantee that I would not have to worry about baliffs knocking on the door or me being taken to court.  She said yes.  I said could you escalate my complaint.  She said complaints are dealt with 5 to 8 weeks.  I repeated again what department are you from and why are you ringing and she put the phone done so I never had an answer.  Did I receive a letter of apology.  No so have a constant worry of a visit from the baliffs.  I have spoken to my solicitor who has given me some very good advise.   It is well over 8 weeks and I have heard nothing from the complaints team.  By the way as a new customer I was offered as a new customer a monthly cost of £40 which I think I could have been negotiated to a cheaper price.  My late partner was paying £116.50 So sky complaints team get in contact with me very quickly because I start joining all the other blogs for you disatisfied customers.  tried to input my mobile number and account number so you can identify me to get in touch but get a red message not allowing me to do that so I cancelled the old account and became a new customer 6/11/24 and Clarissa rang on 21/12/24 about 17.15 pm (yes just before christmas)

[pleasehelp1]

sky when you find my mobile number text me

[Daniel0210]

---

@pleasehelp1 wrote:

sky when you find my mobile number text me

---

@pleasehelp1 

I need to read your first post a couple more times to get my head around it.

I'm sorry for your loss but I think you haven't realised that this is a customer helps customer forum and you aren’t contacting Sky Customer Services on here. Sky won't call or text you. 

(edited for typo's)

[GD1]

@pleasehelp1  You're not contacting Sky customer services via the community, nor can anyone text you on the back of a community post, no one here knows who you are or any of your contact details.

[MightyQuinn]

Hi @pleasehelp1   I'm afraid that this is a public community forum, it is not Sky customer services. You are only talking to other customers on here. Note Welcome to the Sky Community.

[Daniel0210]

---

@pleasehelp1 wrote:

this is very painful writing this narrative.   My late partner of 36 years was a loyal customer of well over 20 years.  He kept on saying that his monthy bill was extremely high. I said call sky and he replied that calls would cut off after 30 minutes because no body answered and he couldn't afford the phone bill so he gave up in the end.   He died a horrible harrowing death from cancer so I finally had access to his bank statements.   My partner was right.  I couldn't understand why it was so high, we only wanted and needed only a basic service.  So two days after he died I emailed the sky bereavement team saying I wanted to continue with sky q but could not afford the price my partner was paying.  I got a snotty email back saying that SKY only had a bereavement team for sky broadband and that I would have to call the same number that would be cut off after 30 minutes because no one answered the phone.  (I have a copy of the email I sent to the SKY bereavement team. 

I'm not aware of the bereavement team only being for broadband. See this link

https://www.sky.com/help/articles/deceased-sky-account-holder

On the third attempt got through to an offshore call centre explained the situation and was advised that they would close my late partners account and I would be transferred to the uk where I could open a new account in my name.  Both calls took over an hour.  All the terms and conditions were advised to me over the phone call and it took forever.

The agents have to do that

So many that if I had a dispute at a future date I would never remember exactly what I have agreed to and something weird happened .   Well the good news.  I was give a months leadtime but actually the new SKY q box was installed by an engineer after two days.   Why are I really, really angry.  I pick up my partner's ashes and the following morning get a threatening letter addressed to my late partner advising he owed money and if it was not paid quickly the debt would be given to a collections agency and he/I could be taken to court.  I was extremely upset. I drafted a complaint letter and posted it to the pox box number.   Later the same day I received a call asking for my dead partner.  I said who are you and the young lady (Clarissa) said SKY tv.  I immediately said what department are you from and why are you calling.  She refused to answer.  I told her what was in my complaint letter and I said check your records.  I have cancelled my partners old account and opened a new account name afterwards could you check.  She came back and said yes sir you are correct.  I said I was you to waive the outstanding amount and I want a letter of apology with a guarrantee that I would not have to worry about baliffs knocking on the door or me being taken to court.  She said yes.  I said could you escalate my complaint.  She said complaints are dealt with 5 to 8 weeks. 

Complaints can take up to 8 weeks to be resolved or reach what they call 'deadlock'

I repeated again what department are you from and why are you ringing and she put the phone done so I never had an answer.  Did I receive a letter of apology.  No so have a constant worry of a visit from the baliffs.  I have spoken to my solicitor who has given me some very good advise.   It is well over 8 weeks and I have heard nothing from the complaints team.  By the way as a new customer I was offered as a new customer a monthly cost of £40 which I think I could have been negotiated to a cheaper price.  My late partner was paying £116.50 So sky complaints team get in contact with me very quickly because I start joining all the other blogs for you disatisfied customers. 

For an update you'd be better off calling Sky

tried to input my mobile number and account number so you can identify me to get in touch but get a red message not allowing me to do that so I cancelled the old account and became a new customer 6/11/24 and Clarissa rang on 21/12/24 about 17.15 pm (yes just before christmas)

You can't put your mobile number or account number on a post that's going out on a public board for anyone to see.

---