Switching Credit

[Peebee252]

I have had Sky TV for many many years and was persuaded by Sky to go over to Sky Broadband last December with the promise that Sky would pay up to £100 towards cost of me coming out of my BT contract early.
I took up this offer and paid BT £150.36  for coming out of my contract. I have now sent at least 10 separate emails with a PDF file, plus account details etc. with all the information they require but just keep getting an automated email on the back of mine asking for details in PDF format which I've already sent . PDF file opens perfectly for me as I've checked. I have now  received around 15 of these automated emails one after another. No human ever answers my question. "Have you received my PDF if so what is the delay?"
I rang Sky who apologised and advised me to send paper copies recorded delivery by Royal Mail to the address given, which I did. The letter plus copies of documentation have arrived and been signed for, I've seen signature online. 
At no point have I had a confirmation email that my documentation has arrived and is being dealt with. I've checked My Sky and there's no sign of £100 being taken off my future bills.

I'm absolutely disgusted about the offhand treatment by Sky and wish I'd never been persuaded to change. I wish I'd read this Forum before I changed from BT.
Sky just want your money then they totally ignore you.

[caesarome · Accepted solution]

@Peebee252 

I don't know if they can help but I have escalated your post to Sky who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Greenfingers001]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Ken+B]

I'm having the same problem, its disgusting. I have provided exactly what they asked for, my final bill from my previous provider and a copy of the bank payment confirmation, but they just keep emailing with a standard reply telling me to send the same information again..

Has anyone been paid ?

KenB

[SKY1992bf]

@Ken+B I don't know if they can help but in case they can I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the 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#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Mark39]

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@Ken+B wrote:

I'm having the same problem, its disgusting. I have provided exactly what they asked for, my final bill from my previous provider and a copy of the bank payment confirmation, but they just keep emailing with a standard reply telling me to send the same information again..

Has anyone been paid ?

KenB

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Does your final bill specifically show 'termination' charges? Are the termination charges shown separately from any other charges? The fact that Sky keep asking for the same details suggests thay what you're providing isn't what is needed.

[Peebee252]

After having my post escalated on here, Sky got in touch and the refund was resolved speedily. There is obviously something seriously wrong with their system for submitting paperwork for Switching Credit & refunding payment. It's about time they resolved the issue.

Good luck.

[Greenfingers001]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Ken+B]

Hi,

 As requested,  I have resent to switchingcredit to Sky,  my final bill from my previous provider, Talktalk. The bill clearly states "contract breaking fee".

The copy is in pdf format, but yet again they have sent a standard reply asking me to forward my final bill in pdf format.

I'm please with my Sky broadband and SkyQ but totally fed with this issue. How can a company like Sky not do what they promised.?

[Mark39]

@Ken+B have you responded to the chat prompt after your post was escalated to Sky?

[Ken+B]

I wasn't available this weekend, but I have asked them to arrange the chat again.

[caesarome]

Is the chat still open for you because it closes after 48 hours and if that is the case we will need to escalate it for you again on here.

[Ken+B]

Hi,

   The chat bubble wasn't there this morning, even though it isn't quite 48 hours since it was first escalated, so yes please can you reinstate the chat.

I have also emailed Sky help, should I expect a response from them ?

Take care 

Ken

[caesarome]

I have escalated this to Sky again so when they do contact you via it then you do need to respond within 48 hours. Sky doesn't use email as a way we can contact them via so whatever address you have used the chances are you will get no reply.

[Ken+B]

Hi, 

  Just to let you know that my email to Sky has had a response. I have had a phone call from a very nice nice, helpful lady who has applied my credit, so my issue is now resolved and I'm happy.

Ken