Bit of a wierd one this and quite convoluted so please bear with me.
Last week I logged into Sky on my laptop and had a look at the current offers.
I noticed one that said it would reduce my Sky TV to £24 a month which would save me a fortune as Currently on £48 a month. Seemed reasonable as is in line with a lot of the new customer deals (Dont have movies or sports, just Netflix and multiroom).
I clicked the button to see the breakdown and details of the offer and was then told that the offer had been applied to my account and would be live within the next 3-5 days. I only pressed this one button and there was no confirmation, breakdown or anything. I then also noticed that it was not going to reduce my total bill to £24, just the Sky signature, and as this part of my package is currently £22 it would actually raise my monthly bill.
I immediately called Sky and was told that no changes to my account had occured, and when I asked if they could put a note on my account that I didnt want any changes to my account I was told that they would do this and not to worry and no changes would be made.
Today I received an e-mail that the changes to my account have been made. I called Sky and was put forward to someone who basically said that as I had made the change there was nothing they could do. I explained that the way the offer had been set up meant that I didnt know or realise I was accepting an offer just by clicking the one button, as in the past every other offer has given a breakdown and confirmed I wanted to make changes before accepting the offer.
I was told that I could not just go back to my original package and if I cancelled the 'new' deal I would lose all the offers previously applied to my account making my bill much higher for the remaining term of my account. After much discussion (where at one point it was implied that I was lying about only clicking one button) I was told that they would apply a 'newer' deal to my account brining the price down to the same as it was before, which I could cancel at any time.
I accepted this and said that I would like my account cancelled in 31 days time as is the normal notification period (although 2 months earlier than I could have before this whole mess but was allowed as now technically a new account with a cooling off period that meant I can cancel).
The Sky rep I was talking to then said that the change to my account was actually made manually this morning, and although the call I made on the day was logged there was no mention of not wanting the change.
To be fair to the Rep he eventually said he understood my frustration but that there was nothing more he could do.
Seems a bit ridiculous that I couldnt just go back to my original package as surely the mistake is Sky's as they made the changes after I requested that they didnt do them whatever the reason for the mistake was.
I was considering leaving Sky at the end of my contract and weighing up my options as also looking at Sky Broadband as out of Contract at about the same time as Sky, but this debacle has made my decison a lot easier as shows just how Sky treats its customers and how difficult it is to sort fairly simple issues.
Applied offer without permission
