SIMS have disappeared from my account after moving to new Black Friday offer

[JasonCole1967]

I recently upgraded two SIMS on my account for a Black Friday offer (40Gb for £10 per month).

At the time the agent said there was an issue with the upgrade, but it was just a technical issue that would resolve itself in the next few days, however since then:

• The upgraded SIMS are no longer visible on my account
• They still work even though most advisors say they have been cancelled!
• I am still being billed for them
• I am being billed at £18 per month and not the Black Friday offer price

Trying to find someone at SKY who has even half a clue about what has happened is almost impossible, I have spend hours on the phone and in chat being diverted to "so called" experts who will "fix" the problem for me. The so called experts have no idea how to fix the problem and only want to offer me a replacement SIM or a new deal. Each time I am trasferred I go to someone new who wants to authenticate me and then I have to repeat the whole sorry story to them. I have been put on hold, had some agents be rude to me, been assured it will be fixed in the next few days, been told someone will call me......guess what nothing happens at all.

I am fed up with agents telling me they are goign to fix the problem only to be transferred to the loyalty/retentions team who have even less of an idea what to do.

I have asked for an escalation but it seems the agents are afraid of an escalation as it may impact their performance ratings; I am now giving zero perfomance ratings anyway as I am fed up with the lack of ownership and urgensy to resolve this.

Is there anyone out there that has a SKY contact within the Senior Management team that may have the ability to resolve this; or can explain what has happened here. My guess is that the agent did something "dodgy" to sell me an offer that was only available to new customers and has completely "screwed" my account.

[63johnw]

Hi @JasonCole1967  you could try an official complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

Failing that when calling and asked the reason for your call try saying "cancelling a mobile" or similar, whenever I speak to cancellations they are usually good at resolving issues. 

[JasonCole1967]

Thanks for the reply...

I have raised a complaint without a response.

Cancellations have been unable to help as they say it's an error they can't resolve as they don't have access to system that needs to be updated.

It's so frustrating as I think the agent did something they shouldn't have done to get a sale/re-contract and has now broken the linkages between the upgraded SIMS and my account; he probably created a new account and the SIMS have transferred there, although that doesn't explain why they still show on my billing?

I just hit a dead end each time I contact SKY.

[63johnw]

Hi @JasonCole1967  on reading your initial post again those VIP offers are usually for additional new sims on your account and can't be applied to an existing sim. If this is the case then you may have 4 sims, and possibly two of them on a separate account. If sky can't resolve the issue then you will be able to go to the ombudsman in 8 weeks. 

[JasonCole1967]

That's exactly what I was thinking; I made sure I kept the transcript of the chat when I was offered the SIM upgrades.

I think the agent used a non-standard method to make the offer and it has resulted in a hybrid set-up on my account which the technical team don't seem to be able to resolve easily.

Does make you wonder about the sysytem controls in place that allowed this to happen as it doesn't seem very robust to me (I work in IT and with the correct validation and integrity checks in place it just shouldn't be possible to circumvent the offer controls).

I will just be patient and see what SKY comes up with; although how I escalate this to someone senior is totally beyond me, as all paths seem to lead to an agent who is unwilling to escalate or to connect me with a manager.