Sky ....oh dear

[martyh]

Having moved to a non cabled area i have found myself subscibing to sky tv .I booked the instalation(sky + with 1 multi room) for last saturday the day after we moved in ,it went fine ,but we had no viewing cards we were assured they arrive either on the saturday post or mondays post ,they arrived this morning a week later .In the meantime (yesterday) i had phoned to complain so they ordered 2 new cards ,so the cards that have arrived this morning are useless because they have been cancelled .I also ordered a second multiroom instalation for next friday for my youngest sons room i made the payment over the phone from my debit card £49 for the box and £30 instalation cost ,the only problem with that is the operative that took the order managed to do it 5 TIMES ,i checked my bank this morning on line to find that £395 had been taken from my account to pay for this one multi room instalation leaving me with no money and some transactions pending that will probably get returned as the funds are no longer there
In the 7 years i was with VM i had no problems whatsoever ,i had good internet and excellant tv and no issues .From my perspective Sky have a lot to live upto and are failing miserably .

I now have to go to my bank and grovell instead of decorating

[denphone]

Originally Posted by martyh

Having moved to a non cabled area i have found myself subscibing to sky tv .I booked the instalation(sky + with 1 multi room) for last saturday the day after we moved in ,it went fine ,but we had no viewing cards we were assured they arrive either on the saturday post or mondays post ,they arrived this morning a week later .In the meantime (yesterday) i had phoned to complain so they ordered 2 new cards ,so the cards that have arrived this morning are useless because they have been cancelled .I also ordered a second multiroom instalation for next friday for my youngest sons room i made the payment over the phone from my debit card £49 for the box and £30 instalation cost ,the only problem with that is the operative that took the order managed to do it 5 TIMES ,i checked my bank this morning on line to find that £395 had been taken from my account to pay for this one multi room instalation leaving me with no money and some transactions pending that will probably get returned as the funds are no longer there
In the 7 years i was with VM i had no problems whatsoever ,i had good internet and excellant tv and no issues .From my perspective Sky have a lot to live up to and are failing miserably .

I now have to go to my bank and grovell instead of decorating

Sorry to hear about this sorry tale Martyh and l hope things improve soon for you on this.

[martyh]

Originally Posted by denphone

Sorry to hear about this sorry tale Martyh and l hope things improve soon for you on this.

cheers Den ,fortunately the NatWest have been very sympathetic and have just allowed me to have some funds to see me through the weekend untill this is sorted because in the 21st century with all the super duper technology we have the banks are incapable of updating their system before monday and returning the money taken in error to my account ...computer says no

[denphone]

Originally Posted by martyh

cheers Den ,fortunately the NatWest have been very sympathetic and have just allowed me to have some funds to see me through the weekend untill this is sorted because in the 21st century with all the super duper technology we have the banks are incapable of updating their system before monday and returning the money taken in error to my account ...computer says no

Well l am glad there is some improvement in your financial affairs and yes its alright having this technology but it needs the banks to be more co-operative and perhaps also open on Sundays as most businesses except banks open on a Sunday.

[joglynne]

What type of response did you get from Sky when you contacted them?

Just being nosy, but it would be interesting to know how they reacted when you contacted them about taking 5 times the amount they should have. I hope they at least apologised and offered something to compensate you for the financilal embarrassment this could have caused you.

[martyh]

Originally Posted by joglynne

What type of response did you get from Sky when you contacted them?

Just being nosy, but it would be interesting to know how they reacted when you contacted them about taking 5 times the amount they should have. I hope they at least apologised and offered something to compensate you for the financilal embarrassment this could have caused you.

Sky have assured me that only 1 of the transactions will be acted upon come monday the rest will be cancelled and the money returned to my account .As yet all i have been offered is £10 of my first bill for the delay in the Sky cards not for the money taken in error ,there is however a manager phoning me tomorrow so i will pursue the matter because the bank have told me that when the system updates on monday i will find that the 2 transactions i made after Sky will have been returned ,1 for amazon (£20) and 1 for my rent ,the latter will incure a charge from the bank (which the bank say they will cancell) but the council will add a late payment fee to my rent account and the order from amazon will be cancelled

[Never say never]

Well its looks like Sky have rectified there problem and offered you a discount well done sky for reacting so quickly.

I remember when Virginmedia over charged me once by £150 when they took 4 activation fees instead of 1, they never refunded me, they just credited my bill which was I thought was appalling. As I had to weight 28 days FOR EACH CREDIT.

You're also very unlucky as Sky's system only allows one installation per address, You have to wait until the first install has been action-ed as completed/failed before a second can be set up. An once and install is on your account you can't do much on the account untill the current order is closed. I think this must be the banks mistake.

Go to sky help forums and ask there, I may repost this on there for you as Malcolm will probably come over here and offer you help.

[Kymmy]

Originally Posted by martyh

I also ordered a second multiroom instalation for next friday for my youngest sons room i made the payment over the phone from my debit card £49 for the box and £30 instalation cost ,the only problem with that is the operative that took the order managed to do it 5 TIMES ,i checked my bank this morning on line to find that £395 had been taken from my account to pay for this one multi room instalation leaving me with no money and some transactions pending that will probably get returned as the funds are no longer there

I now have to go to my bank and grovell instead of decorating

Immediately tell the bank that it's an unauthorised transaction, they should then take action and get the money refunded, also whilst it's been reported any fees amassed caused by this transaction should then be voided. It's not your fault so no need to get hammered with fees for it..

[Never say never]

Originally Posted by Kymmy

Immediately tell the bank that it's an unauthorised transaction, they should then take action and get the money refunded, also whilst it's been reported any fees amassed caused by this transaction should then be voided. It's not your fault so no need to get hammered with fees for it..

He won't get any fee's ,as per the "Direct debit" guarantee,or protection on his card.

[Hugh]

The fees would be for the other transactions that were returned (Amazon and rent), not the Sky transactions (but they were the ones that caused the others to be returned).

[martyh]

Originally Posted by Never say never

Well its looks like Sky have rectified there problem and offered you a discount well done sky for reacting so quickly.

I remember when Virginmedia over charged me once by £150 when they took 4 activation fees instead of 1, they never refunded me, they just credited my bill which was I thought was appalling. As I had to weight 28 days FOR EACH CREDIT.

You're also very unlucky as Sky's system only allows one installation per address, You have to wait until the first install has been action-ed as completed/failed before a second can be set up. An once and install is on your account you can't do much on the account untill the current order is closed. I think this must be the banks mistake.

Go to sky help forums and ask there, I may repost this on there for you as Malcolm will probably come over here and offer you help.

Originally Posted by Kymmy

Immediately tell the bank that it's an unauthorised transaction, they should then take action and get the money refunded, also whilst it's been reported any fees amassed caused by this transaction should then be voided. It's not your fault so no need to get hammered with fees for it..

Originally Posted by Never say never

He won't get any fee's ,as per the "Direct debit" guarantee,or protection on his card.

Originally Posted by Hugh

The fees would be for the other transactions that were returned (Amazon and rent), not the Sky transactions (but they were the ones that caused the others to be returned).

Thanks all for the advice ,I have been assured that any fees incured will be returned and have just spoken to a sky manager who phoned as promised (nice one for sky) he assures me that only one transaction will be taken from the holding account and the rest should be returned tomorrow ,he has also authorised a credit of £49,i was surprised at that (the cost of the Sky HD box for the multi room install next friday)for the inconvenience over the weekend ,so as long as everything goes to plan it will be fine .