Disappointed about my mobile service

[Jk83]

Subject: Disconnection of Mobile Line Despite Timely Payment Arrangement

Dear Sky mobile Customer Service,

I'm writing to express my extreme disappointment and frustration with the service I've received. On November 29th, I called to arrange payment of my outstanding bill, which was due on 11/12/2025. Despite my proactive effort to settle the account, my mobile line was disconnected.

Yesterday, I made the payment, but your system refused my debit card details, to restore my mobile lines, which forcing me to use my credit card instead. The process was inconvenient and stressful.

I find the disconnection and subsequent handling of my payment unacceptable. I request that 

- Ensure my payment is processed correctly to my previous debit card details 
- Remove any late fees or charges incurred due to this error
- Provide a goodwill gesture, such as a credit or refund, for the inconvenience caused. Because I am good customer who always pay my bills for years. No need for the evil actions against me.

If I don't see a resolution, I'll be forced to reconsider my service with your provider.

Sincerely,
John Kassim 

This revised version includes:

[63johnw]

Hi @Jk83  you aren't talking to sky CS here so nothing will happen as a result of your post here. If you are late paying then your services are restricted, sky don't accept promises to pay/payment plans no matter what you were told. You will need to find a way to call Sky but I doubt they will give any sort of compensation as you were late with your payment. If you leave Sky you are still liable for any debts and with bad markers against your credit score you may struggle to get any agreement with a different network. 

[Daniel0210]

@Jk83 

Why would you expect Sky to reimburse any late payment fees? Your payment was late. Also I doubt Sky will make any goodwill gesture for inconvenience caused as this  was initially down to your non payment.