We have had a payment leaving our bank account which did not show on our MySky account. After speaking to a call handler, we made it clear that this was not going to be an easy fix issue. We had had an erroneous disconnection 2 years ago & it took another 12 months for sky to fix the problem via the erroneous disconnection team. The call handler transferred us to the retention team as we had said that we wanted to cancel all contracts due to our 2 sky accounts being murky at best. We then spoke to 'Sarah' who was patient and wanted to do her best to sort things out. We even got cut off at one stage and I thought that there was no way we were going to get a call back (previous experience) but she returned our call and after 1hr 45 mins on the phone, she finally got to the bottom of the confusion. She was patient, understanding & a true professional! We've made savings of around 40%, which makes a big difference when you're paying upwards of £3,000 pa. Please can you convey our thanks & also our feedback to her line manager. She's a credit to you and your team.
