O.A.P. DESPERATE FOR HELP.

[Suzie66]

I was conned into buying a new mobile phone Galaxy fold.  When it arrived it had a thin  black line down the fold i just thought this was normal but over the first 2 days it got bigger and bigger till I just had a black screen.  I rang sky and they said they would send me the packaging to return the phone I waited for weeks nothing arrived I rang back they apologised and said they would send the packaging.  I waited weeks again bearing in mind my darling husband had passed away so I wasn't in a good place.   Four times I sent the mobile back to sky and all they did was sent it back to me everytime.   At one point they said it would cost ME £500 to have it mended . 

This has been going on for about 18 months now.  I even had to take the phone into a Samsung shop a long way from me to have a report done on it . 

  I started recording calls from sky and keeping messages I was informed at the beginning of this year that I could return the mobile and close the account with nothing to pay and go with another mobile phone provider.  So this i did . Guess what the mobile was returned Again. 

 I stuck with my mobile that I already had and took a contract out with another company sim only.   The calls and messages were still ongoing as I had the damaged mobile phone.  I then started getting monthly bills from sky for an account I had been told was closed.  This morning I have received an email from a debit collector saying I need to pay £211.80 for the monthly payments that I haven't paid on the account that was closed. 

Also another email from a different debit collector for the sum of £1488 for the damaged mobile. 

I am distraught with these debts as none of them were my fault I have tried on a few occasions while this dispute was ongoing to get intouch with someone high up in sky mobile with no luck. 

So I am an O.A.P. now on my own struggling to pay my bills and eat.  I have very very poor health but I am frightened of putting my heating on and now I have received these emails. I cannot go on like this anymore 😪  please can someone advise me if there is anything I can do.

P.s. I have sky tv and broadband also which I can't really afford but if I don't have T.V. and broadband  I might as well give up altogether. 

[twilight+princess]

@Suzie66 I've escalated your complaint to customer support so look out for a chat invitation & then click on the chat icon.
Did you receive any emails confirming the account had been cancelled/closed?

[Danz994]

Good afternoon @twilight+princess Thank you for making us aware of this. I'll send @Suzie66 an invite now and we can take a closer look into this. Thanks, Danielle 

[Suzie66]

I am not sure my head forgets things now its very difficult since I lost my husband xx

[N_chill]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[twilight+princess]

If you can't remember then that's fine. You have a chat invitation so please respond to that by clicking on the chat icon.