Bill higher than agreed over the phone

[stupoo11]

Hi,

I called on 29/06/2022 to cancel my sky tv package and ended up getting a good deal including broadband so decided to renew the contract, my total bill was supposed to be £111.74 but my first bill was £175 and the following 2 bills have been £161.00!  I am on the phone to sky now and they said they will apply the offers but dont think they can refund the overpayments i have already made!! Not happy

[Mark39]

There's not much we can add if you're already discussing this with Sky, except to suggest that if it's not resolved, you raise it as a formal complaint, preferably in writing.

[stupoo11]

Lady on the phone has said the best offer their department can give me is £122.00 per month instead of the 111.74 that was originally agreed. She has now said the person who offered me the package will call me within 72 hours! Shambles

[stupoo11]

I have made a complaint

[PandJ2020]

If they agreed the offer I can't see how they cannot refund...

[stupoo11]

Hopefully the guy who offered me the deal calls me back within 72 hours and agrees to refund and give me the original deal. Apparently these people who dish out the deals cant apply them until the manager signs them off so i think sometimes they forget maybe

[Daniel0210]

@stupoo11 

Sky should be able to listen to your first call and therefore shoukd honour it. 

[Mark39]

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@stupoo11 wrote:

Hopefully the guy who offered me the deal calls me back within 72 hours and agrees to refund and give me the original deal.

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I'm doubtful, but that might be just me being cynical. To be fair, though, my neighbour had a similar problem which was resolved properly by the adviser they originally spoke to.Did you make your complaint in writing? It's more likely to receive attention that way.

[stupoo11]

My problem is still not resolved! i have spoken to around 6 different people on the phone and each on has said they will resolve the issue and call me back to confirm and noone has called me back.

i have had an email today with details for CISAS who i called but they cant do anything until the complaint is 8 weeks old. All i want is to speak to someone that will actually help, so frustrating

[Addie15]

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Tom-W19]

Hi stupoo11

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.