Sky not installed but payment taken from account

[CL67]

Hi, Sky installation did not proceed in December. Engineers informed us that we needed a new phone line for installation to proceed so we decided not to go ahead. I offered to give them the equipment that had been posted to us but was informed that Sky would be in contact in relation to it. Got an email the next day informing me that payment would be taken from my account in January. I emailed back on 22 December telling them that we have no service from Sky and not to take any payment but they went ahead and took the payment. How do I get to speak to someone ? the chatbot does not recognise my query !

[dd3151]

and did you get this resolved, as i find it difficult too impossible to contact same

[GD1]

@CL67  I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

[Tom-W19]

Thanks for escalating. We've sent an invite to CL67.

[CL67]

Thank you. I have sent details of my complaint. I see that the service is available from Mon-Fri from 9am to 4.30pm. Will a response be sent to me directly or to my sky account  since the service is now off-line ? Thanks. CL

[GD1]

@CL67  You should see a chat bubble?  This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

[SKY1992bf]

@CL67  You should get notification when Sky respond however best to keep logging in ever now and then to check as you need to respond to each Sky response within 48 hours 

[CL67]

Hi Tom, thanks for dealing with the start of my complaint on Monday when you then had to hand over to Sky Ireland. I received a request from Sky Ireland on Tuesday asking me to input the last 4 digits of my account number which I did. I received nothing further on Tuesday. I couldn't log in yesterday due to work commitments and when I logged in this morning the bubble was gone ! Certainly not the 48 hours that other posters had mentioned. This query is still live and pertinent. Can you help to get it moving again please ? Thank you

[CL67]

@Tom-W19 

Hi Tom, thanks for dealing with the start of my complaint on Monday when you then had to hand over to Sky Ireland. I received a request from Sky Ireland on Tuesday asking me to input the last 4 digits of my account number which I did. I received nothing further on Tuesday. I couldn't log in yesterday due to work commitments and when I logged in this morning the bubble was gone ! Certainly not the 48 hours that other posters had mentioned. This query is still live and pertinent. Can you help to get it moving again please ? Thank you

[Daniel0210]

@CL67 
I have escalated your post to Sky again who may get in touch with you later.

Look out for an email and also a blue speech bubble on the bottom of this forum page. Once the blue chat bubble appears you have 48 hours to instigate the private chat or it will close automatically so don’t miss the opportunity again.

This link explains the process
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014 

The original chat bubble was sent late afternoon on Monday so that would have disappeared on Wednesday. That is why you couldn't see it yesterday or this morning. 

[CL67]

@Daniel0210 Thank you for that. I had been involved in the conversation and got no reply by 8 pm on Tuesday and knew that the customer service for Sky Ireland were off line since 4.30. Didn't get a chance to log on yesterday and it was gone this morning. I don't even have the service and am going through this grief to get my money back and stop them from charging for something that was not provided !!!

Thanks again. C

[CL67]

@Daniel0210 @Tom-W19 

Chat bubble still not back. Can't believe how bad the customer service is. So glad I didn't go ahead with the installation but really need to stop payments being taken for a service that was never delivered. Tom dealt with me on Tuesday as much as he could and passed the query over to Sky Ireland. They asked for the last 4 digits of my card on Wednesday morning, never responded after that and the bubble disappeared some time on Thursday. Need it back to complete the query. 

[SKY1992bf]

@CL67  You will receive an email notification and a staff member will reply to this thread if and when a new invite is sent