Frustration trying to persuade Sky to honour an Agreement

[ivath0]

In January 2022, I negotiated a renewal of my Sky contract and Sky immediately confirmed the itemised terms of the Agreement by email.

Recently I noticed that the amount taken by direct debit was more than that specified in the Agreement and I asked Sky to explain.

A series of emailed communication followed, which in customer service terms leaves much to be desired, including the following statement in the final email: "Having accessed your Sky Account, I see that we have not correspondence with regards to the Sky Sports HD is for £2.00. I apologise for the inconvenience caused for you. However, you can check your Sky Bills online, where your Sky Sports HD is for £6.00 and we have applied relent offer due to which will be £2.00 per month."

If I've understood the meaning, Sky rationale seems to be that because the charge was not included in the Agreement, it's a valid charge.  So what value a Sky Agreement!

[TimmyBGood]

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@ivath0 wrote:

In January 2022, I negotiated a renewal of my Sky contract and Sky immediately confirmed the itemised terms of the Agreement by email.

Recently I noticed that the amount taken by direct debit was more than that specified in the Agreement and I asked Sky to explain.

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No-one here has access to your account details to view any specific pricing, but it's worth noting that 'agreements' from Sky are typically not fixed pricing, and still subject to the annual price increase which rolled around at the turn of the financial year.

[ivath0]

Thank you for replying, but my dispute is not about the annual increase.

[Mark39]

@ivath0 the email Sky sends after you renegotiate your package does not include those elements of your package which are unchanged. It only confirms changes.

[ivath0]

Thank you Mark39,  I think that is Sky's reasoning, but when the Agreement details a price for Sky Sports - Complete Pack, and I'm surreptitiously charged extra for Sky Sports HD, it doesn't sit well with me.

[SKY1992bf]

@ivath0  Obviously we can't see your billing so don't know exactly what your paying for sports but although sports comes in hd as standard the charge for it is shown separately on bills so although unusual Sky may have forgotten to add this element onto your account as you can't have sports without both

Full list price for sky sports is £32pm before discount so providing the overall full price of the two billing lines isn't more than £32pm then although unfortunate for yourself I believe sky are within there right to correct their mistake because it should of been applied in the first place providing they haven't back dated the charges to when the agreement was made

you do of course have the right to lodge a formal complaint should you wish to take this further 

https://www.sky.com/help/articles/how-to-make-a-complaint

[ivath0]

The Agreement made in January 2022 was:  Sky TV: £31 less discounts plus Sky Sports - Complete Pack: £30 less discounts.

If SKY1995bf's figure for Sky Sports, £32 was correct in January 2022, then Sky omitted the HD element when It agreed the charges.

Is it reasonable for Sky to compensate itself for it's error without informing me?

My long history with Sky is littered with similar examples of confusion and poor customer service.

[Mark39 · Accepted solution]

I'm not clear what error Sky has made, but if you wish to follow it up, I'd agree with @SKY1992bf that a formal complaint would be the way to go.