Vulnerable child

[helena+yaseen]

do not accept this response.

My son is a vulnerable user (autism and ADHD), and these charges are not reasonable or expected. The calls are short, to international numbers, and this raises concerns about accidental use or possible scam activity.

No spend cap or safeguards were in place, and no warnings were given about escalating costs.

Under Ofcom guidance on treating vulnerable customers fairly, I am asking for these charges to be reviewed and removed as a gesture of goodwill.

Please escalate this as a formal complaint. If this is not resolved, I will take this to Ombudsman Services.

[caesarome]

Sorry @helena+yaseen but as you are only talking to other customers here so if you want advise then can you start from the begnning and tell us the full story.

[Daniel0210 · Accepted solution]

@helena+yaseen 
Do not accept what response? Surely as a responsible adult you should be setting a low spend cap and monitoring useage. 

This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

This link explains the methods of making a complaint.

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

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

edit: your other thread has been removed as you already have this one. 

[caesarome]

---

@helena+yaseen wrote:

No spend cap or safeguards were in place,

---

Why didn't you set up a spend cap:

https://www.sky.com/help/articles/sky-mobile-spend-caps

---

@helena+yaseen wrote:

Please escalate this as a formal complaint. If this is not resolved, I will take this to Ombudsman Services.

---

As stated above we are customers here so can't escalate anything via here, if you want to put in a complaint then yoiu need to do it via this form:

https://www.sky.com/help/complaints

[helena+yaseen]

I asked for a spend cap it was £1:00 they allowed it to escalate with no alerts 

[helena+yaseen]

i have out a complaint in but they are not supporting ir helping they don't understand safeguarding 

[PandJ2020]

---

@helena+yaseen wrote:

I asked for a spend cap it was £1:00 they allowed it to escalate with no alerts 

---

We obviously don't know the full timeline to this and the circumstances.  But the route to go is the complaint process then the Ombudsman as you note.

[PandJ2020]

---

@helena+yaseen wrote:

i have out a complaint in but they are not supporting ir helping they don't understand safeguarding 

---

...then escalate once you get a deadlock letter or the 6 weeks expires.