Missing piggybank data

[Taff6819]

Same! I've been without my 334GB of Data in my piggy bank for 3 weeks with the promise of it being reinstated by 4 sky staff members....which it hasn't.

[Taff6819]

They never ever call you back. They'll send an email saying "Sorry we tried to contact you but couldn't reach you" another lie 🤥

[Vitrider]

Another call to Sky today and it still hasn't progressed. Taken more details (that they already had but claimed they didn't, another lie) wait another 48 hrs to see if they actually do anything. 
On Saturday I will be raising a complaint via the form in this forum. I will also be raising a complaint via Centre for Effective Dispute Resolution (CISAS). 

[PandJ2020]

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@Vitrider wrote:

I will also be raising a complaint via Centre for Effective Dispute Resolution (CISAS). 

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Note the following:

• You have already complained to the company in the first instance
• At least eight weeks have passed since you first complained to them or you have received a deadlock/ ADR letter

[Vitrider]

Thank you, I have seen those points on the website.

I still think it will be justified to raise. 

[PandJ2020]

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@Vitrider wrote:

Thank you, I have seen those points on the website.

I still think it will be justified to raise. 

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Used ADR myself - you'll find you cannot start a case until you meet the pre-requisites.  (Which is why I always push companies to issue a deadlock letter asap)

[Vitrider]

I see, thank you. 

The handling of theses cases is ridiculous. 

[PandJ2020]

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@Vitrider wrote:

The handling of theses cases is ridiculous. 

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Often glacial.  ADR is not a quick process - it can take many months...

[smithdeburg79]

Hey Everyone,

I had around 200/250gb of saved/rolled data and it has now disappeared.

Less than 1gb available in my piggybank.

There is no way I have used anywhere near this? Can anyone provide insight into what may have happened.

The Sky automated IVR is an absolute nightmare, passing me from pillar to post then telling me they are closed. 

Any help would be appreciated.

Thanks 🙂

[63johnw]

Hi @smithdeburg79  its probably one of two things, data older than 12 months now disappears from your piggybank or there is a known issue sky are working on where some customers data has disappeared. They are working to get it back. 

[caesarome]

@smithdeburg79 

I have moved your post to the topic at hand on this issue where as you can see via the current post marked as the answer, that Sky are aware of this issue and are investigating and have said your data will be returned when this issue has been fixed.

[smithdeburg79]

Thank you, I appreciate it.

Looks like a nightmare from the comments. Hopefully rectified soon or will take further action also.

[smithdeburg79]

Thank you.

Could be a mix of both to be fair, but shouldn't go from 250gb or so, use about 15gb of it, to have a piggybank of 0.97gb.

Last time I had an issue with Sky Mobile, it

took months to resolve, which resulted in an Executive complaint.

I really don't want to go down that route again, my time is precious. 

As I Sky Platinum VIP customer, I expect this to be sorted with minimal effort from my end.

[Vitrider]

Good luck mate, it seems the level of Sky VIP has no bearing on how quick they rectify this issue, trust me. 

[smithdeburg79]

Yeah I heard this the last time. As A Sky Platinum VIP, blah blah blah. 

It got me irate as was hearing this every time I called and just became lip service.

The longer they take to fix the issues, the more than likely I am to take my £200 plus account per month elsewhere. Especially if it hits my pocket further.

Which is a shame as I've been loyal for over 10 years. And I enjoy their ecosystem.

Time will tell, but hope they rectify this soon as can't be dealing with that nightmare of an automated service!