Warning

A question about : Warning

I have started this thread as the original is now 19 pages long and if my experience is to go by others are going to start having problem like ours.

The offer was for basically Freesat at half price plus two free mixes for 6 months after which Sky would contact us as to whether or not we wanted to continue and pay for the extra mixes etc.

We bought this package via Dixons on line back in July 2007, and the intial 6 months viewing of the two extra mixes finished a few days ago.

Sky never contacted us except to send a bill for the next months viewing!

Last week we called to make sure that the extra mixes were not continued and after a very long call this was eventually done so we now have just the Freesat channels.

Since then Sky have sent what amounts to a threatening letter to the effect that unless we rejoin Sky we wil be billed almost £100 for breach of a 12 month contract, which we don't have!!!

Fortunately we kept ALL the packaging and letters that Sky have sent us about this product, and low and behold in the early stages a congratulations letter under the name of Mark Anderson, Customer Marketing Director spells out exactly our position, ie our minimum subscription term is only 6 months.

A suitable letter has gone off to Sky, asking for the situstion to be put right and for compensation for the time and worry that Sky have caused.

Please do not bow down to this sort of intimidation.

Best answers:

• This should be on consumer vent forum - a more suitable place
• Hi harz99,
  Seems like we're in the same boat. I bought the same package like you last July/Aug time and ours is due to expire within the next few weeks. I have received several letters from them asking for Ј19 (the usual Ј15 for two mixes + Ј4 admin fee) even though our 6 month free trial is still not up. I have called them and their representatives at first did not know what I was on about and said they had never even heard of the deal I had. After 20 mins on the phone I was told they had amended my account and I would not need to pay the Ј19 and everything should be fine.
  Today, I received a letter asking me to pay Ј19 and with a notice at the bottom saying something like "....If we do not hear from you then we will claim back the remaining amount of the 12 month contract". Like you, I have written a stern letter explaining my position and my thoughts about them. I also added that if they continue to harass me, then they will receive an invoice from me for the time I have to spend doing the job they pay their staff to do.
  They have some cheek. I have received more mail from them than what I get from every other utility company combined! I don't think you should worry as we have done nothing wrong. In fact, I hope they continue as it gives us more evidence of their aggressive campaign to harass their customers for money and we can hopefully claim something back.
  By the way, you didn't give them your bank details did you? I assume you didn't (like me) as if you had I'm sure they would have had no problems in withdrawing the cash from your bank account. When I subscribed the guy on the phone was keen to get my bank details, but I had everything prepared and told him he didn't need it as I'll be staying with the FreeSat.
• Hi, our 6 months finishes on 12.02.08 but have just called now (using 08700 240 777).
  Helpful chap called Naz said we could either cancel right now or call a few days before the 12th - as we have hardly watched the 2 free mixes, I've cancelled them now. He said we'd lose them within the next four hours. Entire call took 5 mins and there was no pressure to keep the mixes. He did say that if we don't cancel, we would automatically be billed after the free period finishes, which is not what it says in the original deal - that Sky would contact us near the end of the free period to see what we wanted to do. So the onus is on us to cancel, not Sky
  After reading about problems that others have had, this all seems a bit too easy to be true. Time will tell.
• can I have a link to the other 19 pages please have searched for it
• Don't phone Sky on the 0870 numbers, it costs you and they make money from it.
  I had similar problems and came across these four emails addresses
  james.murdoch@bskyb.com
  AllCustomerCareEscalation@BSkyB.com
  allcustomercareescalation@bsyb.com
  customerzone@bskyb.com
  execcustenq@bskyb.com
  I email my complaint to these four emails and I got a very swift resolution to my problem.
• I'd advise against wasting your time on the phone altogether. Write a letter. State clearly your position in the least amount of words reasonably possible in quick bullet points, then state what you expect them to do. If a letter comes back, in reply or unsolicited, reply to that person/department with the same information. If it happens more than a couple of times, state the same info and that you'll invoice £60/hour for your future services in dealing with the matter.
  It's much more final in a letter, it's harder to ignore, and if you keep it brief it's easy for them to see where you stand and what you expect.
  I did this and eventually got left alone (no refund was due, fortunately), but it was MUCH less hassle than worrying about it and spending ages on the phone either on hold or speaking to people who did not understand/couldn't care less.
• I also bought the freesat package and my free 6 months ended a few days ago. When we first bought the freesat I had a big argument with someone at their customer services as he told me that he had to have my direct debit details. I explained to him that he had no reason to have my details as I had bought freesat and I wasn't intending on continuing after the 6 months. I also told him that I didn't want them to have my details as I felt that they would take money when the 6 months was up even though their letter says they will contact me. He assured me that this wouldn't happen but that I couldn't have sky with them unless I gave them my bank details just in case I decided to watch a movie that I needed to pay for. So in the end I did give them my bank details.
  I checked my bank account a couple of days ago and lo and behold, Ј15 has been taken out of my account. I was straight on the phone to sky and although they were quite happy to cancel my contract, they told me I couldn't have my money back as it's paying for the service that I have had. At this point I got rather angry with him and told him that there was no way they had a right to keep my money as it doesn't belong to them as they shouldn't have taken it in the first place. He then told me that if I wanted to try to get it back I would have to write to their customer services as they only deal with people in writing. I then asked to speak to a manager or a dept that could help me and he eventually agreed to put me through to customer services. Within minutes of speaking to customer services I was told that I didn't need to write and that he would arrange the refund straight away and he apologised for the lack of help I received from the previous person. He said 'sorry but you get some like that in all companies don't you?'. Just have to wait until next week to see if the money does go back into my account. And I will now keep an eye out for any threatening letters!
  We must not let them win this battle!!
  Taliwillow
• Good post to highlight these issues and some helpful tips.
• The offer seems to have changed slightly, and it is quite clear the onus is upon you to tell Sky you want to cancel. Not suggesting that this is what people have previously signed up to though but it is certainly the case now.
  "For £75 new Sky TV customers get over 200 free digital TV channels & 4 months of the 4 most popular Sky Entertainment Mixes (normally £19/month). After 4 months you'll continue to receive Sky TV for £19/month. If you no longer want to receive Sky TV let Sky know & continue with the free channels."
• Thanks Shimrod, for quoting from the later offer and helping to clarify the difference.
  If like us you had a 6 month/ 2 free mixes deal the onus is on Sky to ask you if you want to continue as promised on the point of sale information, product packaging etc., hence the earlier post.
  If you bought, or are buying, the later 4 month/ 4 free mixes deal the onus is on you to discontinue the extras, and do so at least one month before your first 4 months is up.
  As I said a long time back on the original thread, the product is a good one; it's just that Sky are either incredibly stupid con artists or their admin is sh**e, you choose which. Either way don't pay them money they are not entitled to!
• Had my package installed in July. Had had to set up a DD but cancelled this as soon as it appeared using online banking in case they ever tried charging me! Sent a cancellation letter mid Dec. Got a bill in mid Jan for Ј17.55. Phoned up, but the numbers on 'Say No To 0870' all directed me back to their 0870 no leaving me little choice but to phone it and profit Sky as I'd left it to the day they'd decided my 6 months was up (4 days early by my reckoning)!!! After over 30 mins of being transferred from dept to dept I was finally told they'd not received the cancellation letter (even though I'd received a sorry you're leaving us letter that is!). Having sorted this out then received a bill reminder, followed a day later by a letter saying I was in breach of the terms of a 12 monthly agreement and need to pay Ј97.55. Sent them an e-mail pointing out that I'd bought a Pay Once Watch Forever package which gave me 6 months of Sky Variety & Knowledge Mixes free with no ongoing commitment to Sky - got following e-mail response.
  Thank you for your email regarding the above Sky account.
  Firstly, please accept my sincere apologies on behalf of Sky Television for any inconvenience caused to you.
  I have checked your account with regards to your enquiry and would like to advise that matters have now been resolved, please ignore any further bills that you may receive. I sincerely hope that you encounter no further problems.
  Should you require any further assistance, please do not hesitate to contact the above email address.
  Yours sincerely
  Kirit Joshi
  Customer Relations
  If this is the end of the problem then I'll be happy.
  MLC