My email to Sky, please ignore the grammatical errors and spelling mistakes, there are a couple of them. Dear Mr Darroch, I really hoped that i would not have to contact you again, but here we go. Although it is for a very different reason this time, at the heart of it is still the failure by your staff to offer any level of customer service without resorting to mis-direction and lies. So allow me to fill you in on the travesty that is bskyb. On the 3rd September 2014 i received a letter from your company to inform me that my bill for the month of August would be £101.51. Believing this to be an excessive amount, and bearing in mind that i was told my future bills would be £83.52, i logged onto my account. After looking through it i was satisfied that i was being charged for a part of a month after speaking with an online help (sales) representative who told me that my sky box which had stopped working would be subject to a £60 fee for an engineer to come and fix it, but if i took out the Sky Multi-room with sports and movies, i would effectively have a new box and then would not need an engineer..or in other words, i was conned into believing that i would be getting a good deal. Oh how wrong i was, it even took 3 further phone calls to get the free sky sports 5 activated because the staff are so incompetent. But i digress. As i looked further into all the charges i noticed that i had quite a high telephone bill for what i normally pay, and as it is just myself and my husband here, we rarely use the phone unless we need to for doctors/hospital or other health related services. I decided to click on the Other tab to see where these charges had come from. Imagine my horror when i discovered that i had been charged for some premium rate mobile calls, a number that neither myself nor my husband recognised. After completing a reverse number search, we discovered that these calls where to a number in Nurtingen, Germany. As you can see, this number was called on 5 occasions, on the same afternoon, and roughly at the same cost: Date/Time Area Number Type Duration Cost 03 Aug 13:31 Pn2 Rate 07022715103 Other 00:03:11 £2.190 03 Aug 13:54 Pn2 Rate 07022715103 Other 00:03:59 £2.190 03 Aug 14:12 Pn2 Rate 07022715103 Other 00:03:00 £1.680 03 Aug 15:09 Pn2 Rate 07022715103 Other 00:03:16 £2.190 03 Aug 15:26 Pn2 Rate 07022715103 Other 00:02:33 £1.680 £9.93 Now, im not sure about your geography, but i was certainly unaware that Nurtingen existed, although even my level of intelligence recognises Germany. I did the only thing i thought right and placed a call to one of your call centres, to which i was informed that this situation would be investigated and that someone from the Fraud team would get back to me. I waited patiently for 3 days, and no phone call. So on the 3rd September 2014 at 11.11am, i was put through to Liam, probably not his real name but hey, we all like to pretend we are Batman occasionally. Liam happily informed me that after an investigation into the matter, it was deemed that the calls had been made from my line and that i would have to pay the amount of £9.93 for these fraudulent calls. For some strange reason,i became upset at this unfortunate news and argued my case, stating that neither myself, my husband,any member of my family, or even a poltergeist had indeed placed those calls from the landline. Liam told me that...according to Skys terms and conditions, if i did not pay i would be in breach of contract and would have my services terminated. If i wanted this to go any further, i would have to go online and click on several buttons to escalate the claim, which would take a further 72 hours. Guess what? There is not a button to complain on your web page... how inconsiderate is that?Actually, as an aside, when did you begin employing parrots, are they cheeper? Again i became rather upset that someone, unknown to me, had managed to use my landline to speak with someone apparently residing in a hospital bed in Nurtingen, Germany. As stated several times already to your staff...We do not know anyone in Germany! Anyway, the lovely, respectful (note the sarcasm) but bolshy Liam, terminated the phone call. So, as i know how much Sky love hearing my sultry voice, at 11.37am i phoned back, unfortunately Liam must have gone on his lunch break because this time i spoke to Lawrence. You need to appreciate that the money really was not the issue here, i would certainly not waste my time ringing you to attempt a hostile takeover bid at the grand total of £9.93! The issue is that, on principal, i refuse to pay charges which have not been created by me nor anyone else who has access to this landline. It is the fact, that someone has had access to my landline with fraudulent intention, and it makes perfect sense to keep the amount gained by this activity at a level that will probably not be noticed by someone less vigilant than myself. Lawrence informed me that he would speak to his supervisor and put me on hold, after a mug of coffee and a couple of chocolate digestives, his lovely little voice came back on, As it was such a small amount, the supervisor had agreed that the charges would be removed, and i was not to worry any further. Why Thank you very much Lawrence, much obliged. And that is the end of this sorry saga. Oh wait a minute...in the immortal words of Frank Carson...theres more. My bill is due on the 9th of every month, i do believe it says the words On or After, so imagine my dismay to see that on the 8th September, Sky had already submitted the FULL amount of £101.51 to my bank. With the charges for these fraudulent calls still on my account. Oh dear Sky! So at 12.05 on the 8th September i placed another call and this time spoke to a man called Harish. He explained that it appeared the complaint had gone through to the wrong department, and had not been actioned. Imagine how shocked i was at that news? So after i picked myself up from fainting, Harish, told me that a Manager would telephone me to get the matter sorted out. So with that i enjoyed a cheese sandwich and a couple of cups of coffee and waited patiently for a phone call from you wonderful folks at Sky. At 13.55, the phone rang. Be still my beating heart. It was indeed a Manager (by this time, i am feeling super important and valued as a Sky customer, who pays a LOT of money towards the luxury lifestyle of the CEO, who obviously deservedly so with his stressful job). Karthik informed me that it appeared there had been a technical error at their end and that my complaint had indeed not been received by the relevant department. He was extremely apologetic, and would have this situation dealt with immediately. You will love this part, i hope you are enjoying a Cinzano by now? Karthik, would immediately (although it could take a while) place a £10 credit to my account, but as the payment had already been sent to my bank, it would now not appear until Septembers bill. I told him that i was not happy with this as it was first dealt with 5 days ago. He then informed me that i should cancel my direct debit and he would telephone me the next day to take a one off payment from my bank card. He then went on to ask me what score out of 10 i would give him, he needed a 9 or 10 apparently. Seriously not in the mood to score anyone on their performance, but as it seemed important, he got a 7, very generously. (you must sack people based on these numbers, a sort of testament to their performance). Funny that Liam did not ask for his score. Now forgive me for appearing ungrateful, but £10?? Would you be happy with not only being treated like and accused of being, a liar, to receive a bonus of 7p?? I did just that and cancelled the direct debit. Today the 9th September, i received 2 phone calls to my mobile and 1 to my landline in the space of 10 minutes. I was busy doing more important things at the time and could not answer my phone. Whilst typing this email to you, Karthik phoned again at 17.20 to ask if i was satisfied. For some strange reason, Not really, i still believe that being accused of lying and attempting some sort of bid to relieve Sky of £9.93 is a little, okay, a lot, insulting. Im now the happy recipient of 3 months half price line rental. Im so happy, im going to make a cake, want some? In short Mr Darroch, your company is a disgrace. You are quite happy to take my money, but as soon as i have an issue to raise, i am treated in an appalling manner, which has left a very sour taste in my mouth and dreams of one day winning the lottery, maybe even creating my own TV service. That might be a slight exaggeration, the likelihood is probably closer to buying a little cottage in the woods and filling a room with yarn...bliss. Oh and maybe a visit to Nurtingen, im sure its nice this time of year? I am quite sure that you will never read this, and that i will never hear back from anyone regarding this, but there is a scam going around, and your company has a legal obligation to your customers to ensure that this does not happen to anyone else...it has already happened to a friend of mine, who is not with Sky but with one of your competitors. Good Evening Mr Darroch. I sincerely hope you never have any of your employees calling you a liar...im sure you would be very happy and skip and jump and give people 10 out of 10. With love from the woman with the sultry voice, Carmen Bell.
Posted on: Tue, 09 Sep 2014 17:34:11 +0000
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