sky has a terrible customer services

[runbyrobots]

91 year old lady lives on her own has sky talk which has not worked for over a week she has not got a clue to email or pass word iv phoned them and they wont speak to me even after i explained the situation iv asked her to come to the bank and cancel the direct debit but that is in the new year lets hope she has not had the need to press her panic button as it worked through her phone line I have the sky card number all i want is the land line fixed

[Daniel0210]

@runbyrobots 

Cancelling the payment method is definitely not recommended and it will cause additional problems. The relevant services will be restricted, the account holder won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky could involve a debt recovery company which may affect the account holders credit rating.

Sky can't speak to anyone without going through the security procedures successfully. It's as simple as that. Sky shoukd be able to ask her further questions to verify she's the account holder. 

[Mark39]

@runbyrobots as @Daniel0210 posted, cancelling her direct debit would be poor advice and would make this much harder to resolve.

You can blame data protection legislation for the refusal of Sky's customer services to talk to anyone but the accountholder.

Whether or not they'll be able to help, I don't know, but your best best is to speak to Sky's  Accessibility team and explain the circumstances to them. 

https://www.sky.com/help/accessibility-information/contacting-sky-accessibility/articles/contacting-...