Horrendous service!

[Trev2171]

We have been fighting for two weeks to get a resolution after SKY sent a mobile phone to the wrong address and is now charging my daughter for two phones!  This even though my daughter travelled from Kent to East London to pick it up and return it! It is impossible to speak to someone who can sort it out! They don't call back. You cannot get any response in writing to confirm calls made and a proper process is in place. We are blocked and shifted from call handler to call handler. One also confided with us and said they were in fear of losing there job if they escalated! CEO has not responded to email inquiry so I suspect this is. a top down process. SHOCKING customer service from SKY. Have been a customer for decades and I cannot believe the ineptitude of SKY. They are now fraudulently taking money from my daughters account for an error made by them which we have done everything we can to try and resolve. At a lose! My advice. Steer clear of a new SKY mobile contract.

[caesarome]

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@Trev2171 wrote:

We have been fighting for two weeks to get a resolution after SKY sent a mobile phone to the wrong address

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The phone should only be delivered to the address on the account at the time it was ordered or are you saying the courier DPD delivered it to  the wrong address, if this is the case Sky should have contacted them about this so in the meantime the device does have to be paid even though you have not got it. 

[Trev2171]

The phone was sent to an address she used to live at even though she told them the correct address. I was with her when she ordered it. DPD should not have dropped the phone as there was no one with her surname to pick it up. A friend of a friend took it in. My daughter contacted SKY and they blocked it then sent another to the correct address. Now they are charging for two phones even though she has returned at her own inconvenience.

[Daniel0210]

@Trev2171 

As long as she has proof of posting the blocked one back to Sky there shouldn't be a problem getting the refund. 

[Trev2171]

She has proof and has sent it to them. But we cannot get any answers from them.

[Daniel0210]

@Trev2171 

Providing she sent it to the correct address (using labels Sky sent) it'll take a few weeks for it to be processed. 

[Trev2171]

That maybe the case but I fail to see why it should cost her a penny when it was not her error. In fact they owe her money for the inconvenience and train fares. Thanks for your input. But my view of SKY and it's terrible customer services (not the call handlers) but the set up is un changed!

[Trev2171]

Given it some thought. It's fraudulent activity! Disgusting behaviour!

[Daniel0210]

@Trev2171 

It's a mess, and a mess that needs sorting asap by Sky but it's not fraud. 

[Trev2171]

That's what we call it in my world!

[Jon34]

This is appalling and sadly a common theme.

Sales are processed at incredible speeds, returns are done at a snails pace.

You can ask the bank to return the direct debit, if the bill is incorrect. Though you should only do this if your confident that it's sky's mistakes 100%.

Care should also be taken to make a manual payment for the correct amount and it may affect your credit file 

Ideally you'd have proof of phone calls (time and duration will suffice as calls are recorded)

After you have made a complaint to sky and given them a chance to respond you can take your complaint up with the regulator ofcom.

They can't ignore these as easily as complaints directly from a customer

[Trev2171]

Already on it and looking up options. Sure this may be of interest to some TV shows, social media etc. Given the appalling service we have received so far I suspect we are not the only people extremely disappointed. Thanks for your input. 

[Jon34]

It's all about making profit, and keeping as much money in the bank, companies like sky make thousands in interest alone holding on to people's money

[daveNOS]

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@Trev2171 wrote:

Given it some thought. It's fraudulent activity! Disgusting behaviour!

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@Trev2171 What's happened is in no way fraud, your daughter ordered the phone and it simply got delivered to an old address, something that shouldn't have happened but did.

It would only be fraud if someone else ordered it using her details(which didn't happen).

Payments will be taken until the returned device has been processed at the returns centre, that would happen with any provider.

[Trev2171]

Many definitions for Fraud. Find it interesting that the conversation is heading in this direction.? Interesting that you seem to be so certain it's not fraud. Maybe you have some legal background. I would suggest that fraud by deception/misrepresentation could be considered as my daughter was not told that this was a possible outcome to renewing a phone contract. At no point was she advised that if SKY made an error she would be financially penalised. If she had I would have told her not to take the contract. This face it, who would have thought that would even be possible. But clearly for SKY this is normal practice? SKY is now benefiting from  my daughters income without her permission. Like I said in my world, sounds like fraudulent to me. But what do I know I have no legal qualifications.