Leaving Sky Broadband

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    Leaving Sky Broadband

    I'm a HMO landlord and after many years with Sky I decided to switch supplier for Broadband and Internet. I gave notice in writing via the online chat option on the 1st of Oct giving 31 days notice. In December I noticed that Sky had continued to take the following 2 months instalments so I cancelled the Direct Debit and wrote to them reminding them that I'd given written notice and wanted the overpayment returned to my account. Rather than get an apology I received demanding emails requesting January's payment and additional penalties for cancelling the direct debit. So I reminded them about the notice I gave them and they denied they'd ever received it! So I provided the screen shot of the notice and their written acknowledgment that they'd received it. You would think it would stop there but then the fun and games began. I got a phone call from their customer service department stating that (and I quote) "Because you didn't speak to someone in the department it doesn't actually count" Honestly if there's one thing that makes my blood boil it's employees like this who think your stupid and would fall for anything. So I told him I was ending the conversation there and if that was the company's position then I'd seek legal action. To add insult to injury I'm currently in Canada so it costs me £1/min to talk to them plus the 8 hr time difference means they wake me up in the middle of the night to discuss this. Or verify who I am for security purposes! I have told them I'm in Canada and phone calls after 4pm GMT are preferred. They have yet to acknowledge the notice or that they have overcharged me but think somehow I can be persuaded to return to them as a customer. Really it's theft plane and simple I've half a mind to Sue them in small claims court for the limit of £5K for punitive damages but due divergence means I should go through their grievance procedure or Trading Standards.

    #2
    It's become standard practice for these providers to keep charging after you have cancelled a contract.
    Just google 'charging after cancellation'.

    You should have cancelled the Direct Debit with your bank when you cancelled the contract.
    I'm sure you have learned that lesson now.

    I had similar a number of years ago with Orange over a mobile phone contract after I switched to EE (they're the same company).
    They sent me a new sim and telephone number for EE, they disabled the Orange mobile account and closed/deleted the associated webmail account.
    Then 3 months later they suddenly claimed I had never cancelled the Orange contract and owed them 3 months fees.
    Knowing about this kind of overcharging practice I had cancelled the DD, and so it was just them asking for 'unpaid' fees and threatening court action.

    I took it to the ombudsman who oddly sided with them.
    Despite that I told them to go ahead and sue and I'd show the evidence to the court, nothing further came of it.
    (PS. I'm still with EE on a no contract, pay monthly upfront plan).

    TBH In your position I'd write it off as experience and vow not to get caught out again - and remember to always cancel the DD as well as the contract. That way they are chasing you rather than the other way round and the money is in your pocket not theirs.
    It's probably costing you more in call charges complaining than the overcharging was.
    Of course that is what they rely on, people writing it off, and why they keep doing it (and getting away with it).

    Comment


      #3
      I've had similar problems with Vodafone - truly AWFUL company.

      The UK needs to legislate that such providers MUST provide an online form for use by customers cancelling AND that using this form would also send the person a copy of the communication.

      Anybody know a new MP who could do a private members bill?

      Comment


        #4
        I wonder if it's worth o/p contacting his bank regarding the 'Direct Debit Guarantee'? Presumably still applies if it's a UK bank account?

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          #5
          Write to the CEO using email ID from the wonderful & free "CEOEMAIL"

          https://ceoemail.com/?q=sky

          I am legally unqualified: If you need to rely on advice check it with a suitable authority - eg a solicitor specialising in landlord/tenant law...

          Comment


            #6
            Not quite the same but O2 have today been fined £10m for overcharging customers who cancelled contracts - and they admit that they've known for the last 8 years but kept doing it; they say that they are "disappointed by this technical error" :
            https://www.bbc.co.uk/news/technology-56038966

            Comment


              #7
              LOL first time I've heard theft a technical error! The £10m should be paid back to the customers overcharged!

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                #8
                Originally posted by JK0 View Post
                I wonder if it's worth o/p contacting his bank regarding the 'Direct Debit Guarantee'? Presumably still applies if it's a UK bank account?
                Thanks that's a very good point. I've used the financial Ombudsman in the past and found them to be as affective as a wet paper bag! But had previous good results with the bank.

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                  #9
                  nukecad,

                  If you cancel the DD without agreement, you risk a mark on your credit history, which may make credit more difficult to get in the future!!!

                  Comment


                    #10
                    Originally posted by JK0 View Post
                    I wonder if it's worth o/p contacting his bank regarding the 'Direct Debit Guarantee'? Presumably still applies if it's a UK bank account?
                    A Bottle of Champagne To That Man Right There!!! Thanks JKO Full Refund went back into my account on the 17th! Less than 24hrs after I contacted the bank!!! WOOT WOOT (Yes I'm That Happy )

                    Comment


                      #11
                      Originally posted by Charlesstunts View Post

                      A Bottle of Champagne To That Man Right There!!! Thanks JKO Full Refund went back into my account on the 17th! Less than 24hrs after I contacted the bank!!! WOOT WOOT (Yes I'm That Happy )
                      Well done Charles. I'm pleased to hear that.

                      Comment

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