Today Sky have taken a payment out of my bank account for £160.15p under the description 'SKY ONLINE LIVINGSTON'
I pay each month on the 15th, they have taken their usual payment of just over £20.
Sky are denying that they have taken this as there is nothing on my record to show this.
I need help on the best course of action basically, this is what I have done so far:
Rang Sky this morning, got a nice bloke, asked me to ring my bank and get the reference number for the payment and when it was requested.
Rang HSBC who were very helpful and gave me the details. Payment requested 24th november at 11.03pm. Gave the refernce number and retailer ID which links to Sky.
Rang sky back with the info, got no where, they would not take the reference number as it means nothing to them. Got told the payment has not been taken and that's that. Asked to speak to someone else, no one avaliable so hung up on him and rang back.
Got someone else, they told me that this is nothing to do with them I have not been charged, please ring Sky Broadband as the Sky Online is to do with them.
Rang Sky Online, they would not even speak to me. I don't have an account with sky broadband, referred me back to Sky Digital.
Rang HSBC to report a fraudulent transaction. My debit card has now been stopped, cannot get cash out, will now have to change payment details with various organisations.
Rang Sky Digital back, this time got told I had either ordered Sky HD, Sky Plus and that I am infact on broadband, which is strange, because their broadband does not cover my area. Got put through to broadband, they asked for account number, I don't have one, they said I'm ringing customer services, put me through to sales.
Rang Sky Digital back again, went through all the details yet again. Got a nice enough chap who said there is no details of this payment, went through everything once more, he referred me to broadband, I said no, can I speak to your manager, he said yes and I waited 10 minutes to be put through to a manager.
Finally get a response, 'Sorry sir the manager is not willing to speak to you about this as we have not taken payment and we are busy'.
Have a large moan but decided it's not the call operators fault.
Ring customer services and ask to put in a complaint. Complaint thrown out and there is nothing they can do because they have not taken the payment and there is no record to show they have. Asked to speak to a manager. The manager refused to speak to me.
I have been polite all the way through as it's not the fault of the person on the phone. They have told me that I need to write to customer services and I will have a response within 28 days. I need to provide them with all my details aswell as a statement from the bank on letter headed paper and a signature from the branch manager.
I cannot for the life of me get through on the phone as they do not have a phone number. Have been given an e-mail address for customer accounts.
So what do I do? I got to say, the services is absolutely disgraceful. I have spent about 3 hours on the phone, they would not ring me back as they are not allowed to do outgoing phone calls. So I must have spent a fair whack on the phone bill also.
HSBC agree that Sky have taken it and they say that the system shows that customer was not present.
Were talking £160 here and the line managers won't even acknowledge me, neither will complaints.
Please help? HSBC have been nothing short of excellent.
So Sky's error has cost me on my phone bill, my time, my bank balance and caused me to have a vein pop out of my head, my switch card has been stopped, I can't get any cash so going to have to use my credit card and pay the fee's for withdrawing cash if I need to. All my payments are going to have to change to various companies.
The first guy said the reference number, which HSBC gave me is the account number for the payment. It does not match my account number but Sky will not enter into that discussion, even though I can give them the account number I have paid for due to confidentiality and the data protection act.
HSBC are trying to pull the payment back, but it will be 20 working days before they can tell me whether it has been succesful or not.
So, how do I go about this? The only option I have is to write to them. Finance will not take calls, customer service agents are not allowed to look at the finances. So can't even give them the reference number so they can see which accont I have paid for.
Oh, and one customer service bloke said if it is their mistake I will recieve a £10 goodwill credit to my account.....wow...can't wait!!
Sorry for the long post, though I'm desperate for help. Sky's attitude is beyond belief.