Up front cost payment didnt work twice

[Benjilou]

So I have been a member for over 14 years and have had different products through sky over the years. 

Me and the wife need new phones as ours are old now and could do with a upgrade. So we chosed 2 phones and phoned sky. Got to speak to a nice lady who had all the info and products ready for us. I went through the credit check and was all good as I keep an eye on my credit file weekly. Got to the upfront payment and it didnt work. The lady from sky said it was there problem and will look into it. I then had a missed call a little later but i missed it due to a family problem. The next day a hard search came out on my file but no phones from sky. I left it for over a week and phoned sky again to order the phones, and guess what another credit search and got to the up front payment with another lady and the same thing happened again. But this time she asked me to try and make the up front payment from my sky landline. This also never worked, but the lady then put me on hold for 30 min and the disconnected me. I was not happy so I phoned them again and spoke to a different person and told them what had happened, he only thing he could suggest was to do another credit check and try again but I said no as it would be 3 times. So he then spoke to the lady that i was speaking to ealier and she told him my case has been sent to the specilist eam and would be in contact with me within the next 24-72 hours.

I am so angry that a simple upfront payment does not work in there system and sky have done 2 hard searches on my credit file. 

I feel that sky does not look after there customers and only help new people. Normally I would not mind but 2 hard searchs has had a negative impact on my file and if  I need to get a large loan or need a car or life changing moment this will affect that.

What can sky do to help?????? why dont they take the payment by voice like my local takeaway does not by the rubbish system with tone on the keypad. I really want this sorting and has anybody been through this mess before????

Thanks

[SuperMatt]

Morning, @Benjilou. I'll send you an invite to a private chat shortly and we can help you get this working for you.

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
 

[Benjilou]

Still waiting

[63johnw]

@Benjilou  It's not a live chat, sky will send an invite and it will be available for 48 hours in which you can reply. A coloured speech bubble will appear on here, are you not seeing that ?

[Benjilou]

no not on the chat but on the bottom of the main screen

[DaveDrizen]

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@Benjilou wrote:

So I have been a member for over 14 years and have had different products through sky over the years. 

Me and the wife need new phones as ours are old now and could do with a upgrade. So we chosed 2 phones and phoned sky. Got to speak to a nice lady who had all the info and products ready for us. I went through the credit check and was all good as I keep an eye on my credit file weekly. Got to the upfront payment and it didnt work. The lady from sky said it was there problem and will look into it. I then had a missed call a little later but i missed it due to a family problem. The next day a hard search came out on my file but no phones from sky. I left it for over a week and phoned sky again to order the phones, and guess what another credit search and got to the up front payment with another lady and the same thing happened again. But this time she asked me to try and make the up front payment from my sky landline. This also never worked, but the lady then put me on hold for 30 min and the disconnected me. I was not happy so I phoned them again and spoke to a different person and told them what had happened, he only thing he could suggest was to do another credit check and try again but I said no as it would be 3 times. So he then spoke to the lady that i was speaking to ealier and she told him my case has been sent to the specilist eam and would be in contact with me within the next 24-72 hours.

I am so angry that a simple upfront payment does not work in there system and sky have done 2 hard searches on my credit file. 

I feel that sky does not look after there customers and only help new people. Normally I would not mind but 2 hard searchs has had a negative impact on my file and if  I need to get a large loan or need a car or life changing moment this will affect that.

What can sky do to help?????? why dont they take the payment by voice like my local takeaway does not by the rubbish system with tone on the keypad. I really want this sorting and has anybody been through this mess before????

Thanks

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If you being treated like this with Sky why put up with it.  The way Sky are doing it with a hard credit search each time as you possibly know they will be one that will fail because there has been so many searches. I do not see why they need to perform a search each time you contact them as if they look at your account they should see a search has already been done multiple times.. Why are you putting up with such treatment you are not under contract with them yet free to go else where. Why not try another provider there is plenty of to choose from all offering good discount deals . You ca go on line with many of them choose your phone and be set up in minutes. Or if don't like doing on line there is many that have shops like Vodafone and EE where can go and see and chose a phone to your choice an have the plan set up it can be all done in short period like half a hour.

[Benjilou]

its not the credit search that is failing ts the upfront payment on the phone keypad that is not working. So Sky turn round to me and say us another phone so I used my sky land line and that didnt work again. Then they say we will try again and its another credit check and so on. Sky have truly let me down