Good Afternoon,
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I am writing this email with a compliant that I would like escalated and a response ASAP:
04/04/2025 – Called to advise that I was still being charged for a galaxy Flip phone that I swapped to an I-Phone 16 in December 24. Advised that escalation was raised and I would receive a refund in 3-5 working day.
15/04/2025 – Called back to advise that to chase credit to allow to pay my April bill, advised that the first agent that I spoke to on 04/04 hadn’t put the escalation through correctly but It would be put through again and would receive it in 2 days.
23/04/2025 – My phone was restricted due to not paying my April bill (didn’t have the money and was waiting on refund). Explained to the manager that I had a sick member of family at home and needed to check up on them but couldn’t. He advised that my phone would be put back on within 24 hours to allow me to pay my bill once credit received.
25/04/2025 – Called again as still no credit or service back on. Spoke to some-one who again advised that it would be escalated but didn’t deal with billing. They would pass it back to the previous advisor and he would call me back. Advised this wasn’t good enough and they gave me another number to call and speak to some-one re billing. Called the billing number and spoke to some-one who was not helpful and very unsympathetic after explaining my situation. Advised some-one from the finance team would call me in the next couple of hours.
This service has been the worst customer service I have ever received; I understand that my mobile bill is due to be paid but Sky are due me the money and I can’t pay until I receive it. I have been on the phone for 4 hours trying to resolve this issue and still in the same situation.
I would like an urgent update and issue resolved ASAP. I will then be cancelling all my services with Sky as can not go through all this again, the stress has been unbelievable.
Kind Regards,
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