Cannot talk to customer services

[Jo+t+Poole]

Is there such a thing as customer services ?? I cannot get any help at all from the 20 people I've emailed they all respond with the same rubbish ...." I'm sorry you are experiencing difficulties " " I'm sorry you are having problems " 

I cannot ring sky as the automated rubbish wants me to pay the bill first and then sort the problem out, there are no " sky experts" available no matter when I try to get in contact.

I'm now getting threatening emails now to pay my bill or they'll charge an extortionate price for breaking contract and send the baliffs round.

All this because sky said I had recieved a new hub when I hadn't and are charging me £50 for non return of my existing hub which I refuse to pay because I hadn't recieved a new hub but they refuse to take the £50 fine off and now a £10 late payment fee and are still charging for full tv services even though they cut that off 2 weeks ago.

Tearing my hair out here . anyone know the secret to sorting this out ?

[Daniel0210]

@Jo+t+Poole You may be lucky and a forum user with the ability may escalate your post to Sky. Failing that you will have contact Sky using a phone not connected to your account or by dialling 141 before the number, or better still pay the outstanding balance in full, set up another continuous payment method and then speak to Sky who will refund any money they find you are entitled to. 

[SKY1992bf]

@Jo+t+Poole  Unfortunately the only way is to pay and setup a new continuous payment method then sort the issue out

sky will refund any charges that are due 

[GD1]

@Jo+t+Poole  Lesson here really is don't just unilaterally cancel your DD because you have an issue with your provider, you've only made the situation worse by doing that as you've now found to your cost.

[Jo+t+Poole]

So I just let them rip me off then ? If I cannot contact sky to sort it out then my only choice was to cancel my dd because I couldn't afford the extra £50.

What is the point of having a supposed customer service if there are no agents available at anytime to sort out customers complaints ? 

[GD1]

@Jo+t+Poole  There is customer service, you just ned to be patient when calling and ignore any automated mesages, if you raised a complaint through the correct process have Sky completed their investigation?  If no complaint was raised then you could have done so using these options here https://www.sky.com/help/articles/how-to-make-a-complaint#make-a-complaint-contact-us

As I've said cancelling your Direct debit has just made matters worse as you have broken your contract terms and as you've now discovered contact is now almost impossible due to your outstanding balance.

[Jo+t+Poole]

Thanks for the 141 hint, I can't afford to pay the extra costs at the moment because now on top of the "fines" they still want full payment for this month and next month and it's nearly £200 wereas i only had £80 to originally pay but not being able to talk to someone about it is my bugbear because we could have sorted it out there and then.

[Jo+t+Poole]

@GD1 I have been patient sat here for hrs when I'm not working trying to sort this out but there never seems to be anyone available, Ive emailed and emailed and they all come back with the same answer to return the skyq hub and install the new hub that I hadn't recieved , they have said that they can see I'm still using the original hub but refuse to delete the fine for not sending the hub back.  

[GD1]

@Jo+t+Poole  But did you log a complaint as per the link provided?

[Jo+t+Poole]

@GD1 yes but I'm not very computer literate and don't know if I've done it correctly.

If there was any chance of speaking to an actual person I think it would have been sorted out there and then.

[SKY1992bf]

@Jo+t+Poole  I've escalated your post just on the off chance that Sky may reach out to you but as your account is restricted it'll be at there discretion as whether they do or not 

so look out for a blue bubble in bottom right hand corner when logged on to this forum 

this link explains how this works 

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147