Monday, December 14, 2009
THREATENED BY SKY!!!
Once again, my wonderful and industrious MP (yes really!) Liberal Democrat Sarah Teather MP for Brent has stepped in by writing to Mr. Jeremy Darroch, Chief Executive of BSB to raise my concerns with him. Meanwhile .....Miss Wilson at Response Management phoned last week to say they were a debt recovery company and they were chasing MY DEBT!!! to Sky. I informed her that this was in dispute and she said she would take a note. However, today I received a letter from Response Credit Management to say that only immediate payment would "collection will stop and any impact on your credit rating WILL BE LESSENED" which leads me to believe that this has already had an impact on my CREDIT RATING which I want rectify forthwith .... I will now e mail them with a link to this blog and a copy of todays update
Sunday, November 8, 2009
SLAMMED BY SKY!
The Ombudsman
Otelo
PO Box 730
Warrington
WA4 6WU
8th November 2009
Dear Sirs
COMPLAINT AGAINS SKY TALK
In August I discovered that Sky had been Direct Debiting my account for the previous four months for very large sums, namely: August £104.23; July £100.67; June £97.21; May £104.25.
From January 2007, when I signed on to Sky Broadband and Sky TV, until May 2009, Direct Debits from my account to Sky varied between £30 and £36 (although in April it was £40). I assumed the discrepancy was due to the length of the months.
I have NEVER AGREED FOR MY TELEPHONE SERVICE TO BE PROVIDED BY SKY yet they maintain I did so in January 2007. However, BT agree with me that the switch took place in May of this year. Neither Sky nor BT informed me of the switch which took place without my knowledge or consent.
As a consequence I continued to pay legitimately for BT Anytime (for which itemised bills are not provided) as well as (unbeknownst to me) Sky, which removed funds from my account without my knowledge or agreement.
I understand that this is referred to as SLAMMING and I maintain that they have taken approximately £271.36 from my account without my consent or knowledge as well as causing me an enormous amount of time and aggravation, numerous phone calls which have resulted in an impasse and numerous letters and photocopies to both Sky and BT as well as to my MP, OfCom, Moneybox Live and now Otelo. I am seeking recompense of at least £300 as communications with BT and SKY have taken place during the working week (I am a freelance consultant) biting into chargeable time.
Attached are copies of my correspondence together with the relevant bank statement.
Otelo
PO Box 730
Warrington
WA4 6WU
8th November 2009
Dear Sirs
COMPLAINT AGAINS SKY TALK
In August I discovered that Sky had been Direct Debiting my account for the previous four months for very large sums, namely: August £104.23; July £100.67; June £97.21; May £104.25.
From January 2007, when I signed on to Sky Broadband and Sky TV, until May 2009, Direct Debits from my account to Sky varied between £30 and £36 (although in April it was £40). I assumed the discrepancy was due to the length of the months.
I have NEVER AGREED FOR MY TELEPHONE SERVICE TO BE PROVIDED BY SKY yet they maintain I did so in January 2007. However, BT agree with me that the switch took place in May of this year. Neither Sky nor BT informed me of the switch which took place without my knowledge or consent.
As a consequence I continued to pay legitimately for BT Anytime (for which itemised bills are not provided) as well as (unbeknownst to me) Sky, which removed funds from my account without my knowledge or agreement.
I understand that this is referred to as SLAMMING and I maintain that they have taken approximately £271.36 from my account without my consent or knowledge as well as causing me an enormous amount of time and aggravation, numerous phone calls which have resulted in an impasse and numerous letters and photocopies to both Sky and BT as well as to my MP, OfCom, Moneybox Live and now Otelo. I am seeking recompense of at least £300 as communications with BT and SKY have taken place during the working week (I am a freelance consultant) biting into chargeable time.
Attached are copies of my correspondence together with the relevant bank statement.
SKY still fail to communicate ...
Below is an e mail sent to Sky on Friday November 6th following a further phone call to them in which I was told to send a message via their website. However, the Submit button did not work which entailed a further phone call to them and the e mail below. I was assured the message would be passed on immediately. I have heard nothing since. However, I have heard from Ofcom and they do not deal with personal complaints. It seems a further letter is required, this time to Otelo:
e mail of 6th November ...
I have an ongoing complaint of which you have details on your system, after SkyTalk made themselves my phoneline provider (0208 ??? ????) without my knowledge. I have written to Ofcom and I am aware that they have contacted you about the issue. Since then a representative from your company (Rory) has attempted to contact me; one answerphone message on 28/10 and one call on 30/10 and when he stated he would call back as I was out at the time but this call never materialised. Obviously I am keen to resolve the matter therefore I need to speak to someone from your company but there has been no contact since the the 30th of October. Today I spoke your complaints department once again, where I was advised by Albina (CS5AB) to send an email in order to be contacted as this would be the most efficient way of dealing with the complaint. I must stress that this is not at all efficient for myself but I am of course still waiting to hear back from a representative. If I do not receive contact soon I will be forced to take my complaint to Otelo. I can be contacted on
e mail of 6th November ...
I have an ongoing complaint of which you have details on your system, after SkyTalk made themselves my phoneline provider (0208 ??? ????) without my knowledge. I have written to Ofcom and I am aware that they have contacted you about the issue. Since then a representative from your company (Rory) has attempted to contact me; one answerphone message on 28/10 and one call on 30/10 and when he stated he would call back as I was out at the time but this call never materialised. Obviously I am keen to resolve the matter therefore I need to speak to someone from your company but there has been no contact since the the 30th of October. Today I spoke your complaints department once again, where I was advised by Albina (CS5AB) to send an email in order to be contacted as this would be the most efficient way of dealing with the complaint. I must stress that this is not at all efficient for myself but I am of course still waiting to hear back from a representative. If I do not receive contact soon I will be forced to take my complaint to Otelo. I can be contacted on
Thursday, October 29, 2009
SLAMMED BY SKY!
At last! Result of a sort! BT have offered to repay £190 BUT they want to close the case. I have told them NO, I want the case kept open but want repayment of almost £400 from Sky before closure. Apparently the move from one telecommunications server to another without informing the customer is called Slamming - so, I have been slammed! Someone from Sky phoned last night and left a voicemail offering to phone again in the evening. No audible name or number was left ...
Sunday, October 25, 2009
A Very Stupid Letter from Lynne Clarke, BT!
Arghhhhh! Following my conversation with Lynne Clarke (who signs herself Assistant to the Chairman and Chief Executive! - how did she get this job???) she writes on the 12th October "Any requests to change your calling package are your responsibililty and the request would have to come from you, our customer. Your decision to route your calls via another provider would again be at your request with that provider and that change would be handled by your chosen provider" Ms Clarke; I DID NOT ASK or WISH TO CHANGE MY PROVIDER NOR DID I HAVE ANY DESIRE TO DO SO NOR WAS I INFORMED BY EITHER YOU OR SKY THAT YOU SWITCHED ME!!! Can I make it any clearer??? Please READ my letters rather than sending your standard response which only angers me even further and confirms my suspicions that the left BT hand does not know what the right BT hand is doing. During our last (and only) conversation you informed me BT should have sent me a letter confirming the switch over and that you would look into this. YOU DID NOT DO SO!
When I tried to telephone on receipt of Ms Clarkes recent letter, I was told Ms Clarke would be out of the office until November 9 - very long holidays presumably paid for by unwitting BT customers?
My colleagure Amber then spoke to Peter Kirwen on 01277326153, Executive Level Complaints who suggested that he send a letter saying the case was closed and I could then take my case up with Otelo (?). The following day a sensible man, Darren Rogers in Complaints (26127) phoned me - at last! He agreed that what had occured should not have occurred and that he would look into my case and get back to me this week. I await ....
Meanwhile, NOT A DICKY BIRD FROM SKY! WHAT A SURPRISE!
When I tried to telephone on receipt of Ms Clarkes recent letter, I was told Ms Clarke would be out of the office until November 9 - very long holidays presumably paid for by unwitting BT customers?
My colleagure Amber then spoke to Peter Kirwen on 01277326153, Executive Level Complaints who suggested that he send a letter saying the case was closed and I could then take my case up with Otelo (?). The following day a sensible man, Darren Rogers in Complaints (26127) phoned me - at last! He agreed that what had occured should not have occurred and that he would look into my case and get back to me this week. I await ....
Meanwhile, NOT A DICKY BIRD FROM SKY! WHAT A SURPRISE!
Monday, October 12, 2009
Another Stupid Letter!
Can you believe it!?! Yes, I am sure you can. Another letter arrived from Sky, this time dated 4th October, telling me that if I did not pay the outstanding amount (the cost of calls on Sky Talk while I was paying BT for Calls Anytime), they would cancel all my Sky services. As I said below, BOO HOO! Once again, the left hand does not know what the right hand is doing. Services CEASED at the end of September. I still await replies from BT and Murdoch and co. I will give them until the end of next week and then I will take out a Small Claims agains SKY .... Watch this space
Saturday, October 3, 2009
ANOTHER OUTRAGED LETTER!
3rd October 2009
Account 620056886257
Dear Mr Murdoch
Do employees of Sky communicate purely in the hope that telepathy will suffice? Having been told on Sept 28th by Peter in Glasgow that a letter had been sent on the 25th and that Customer Relations refused to speak to me as they considered my ”case closed”, we phoned again yesterday to complain that no letter had been received. We were then categorically assured by Manesh in Customer Service (who I managed to speak to via a cunning ruse!) that no such letter had been sent and there was nothing on my records to show this. Today, Mr. Baigrie’s letter arrived dated 23rd September!!!! This further demonstrates the inability of Sky to intelligently communicate between departments or with its customers.
Mr Baigrie states in his letter that I have been on Sky Talk since Jan 2007: if so, why did withdrawals from my account ONLY COMMENCE THREE MONTHS AGO????? Why too was the first ever statement from Sky Talk received in September 2009 – (how would I know to go online if I was not aware I was a customer?)?
He says that BT bills show they are my providers but DID NOT LOOK TO SEE THAT THEY HAVE ALSO BEEN CHARGING FOR “TALK ANYTIME” FOR WHICH ITEMISED STATEMENTS ARE NOT PROVIDED! (As I would have thought Sky Talk should be aware …)
BT is equally to blame: in response to a copy of my original letter (attached) I received an ill informed phone call from Mr. Livingstones “assistant” suggesting that if I wanted to move to Sky I should inform BT! (This is certainly the very last recourse on my mind as one would have gathered from my original letter). On my increasingly irate assurances that this was NOT what I wanted, she admitted that BT were obliged to have sent a letter to inform me of the switch over and that she would look into this. Not to my surprise, I have heard nothing more. Neither Sky nor BT have sent me such letters and I am adamant that I have never agreed to switch to SKY Talk.
As a result of my cancelling my DD to SKY you have cut off my Sky Broadband and Sky TV. Boo hoo! I WANT MY MONEY BACK FOR THE LAST THREE MONTHS WHEN YOU SWITCHED MY TELEPHONE ACCOUNT TO SKY TALK WITHOUT MY KNOWLEDGE OR MY AGREEMENT AND USED MY DIRECT DEBIT SET UP FOR BROADBAND AND TV TO DEDUCT ADDITIONAL SUMS FOR SKY TELEPHONE CALLS! All this whilst I was paying BT for their Talk Anytime service.
I do not expect to wait for a further 4 weeks to hear from Sky or to be offered your services in lieu of the monies you have dishonestly taken from my account. I shall be posting this letter on the increasingly popular blog Scandal at Sky blog to which I have also directed numerous consumer Facebook groups.
I await your INFORMED response with an offer to repay monies dishonestly removed from my bank account plus compensation for the time taken to look through all bank statements for two years and BT statements for the same period, and consequent phone calls and letters.
Yours Outraged
C.c. Mr. Livingston - CEO BT, Oftel, Sarah Tether MP, BBC Radio 4 Moneybox Live
Attached original letter which contained copies of all BT bills
Account 620056886257
Dear Mr Murdoch
Do employees of Sky communicate purely in the hope that telepathy will suffice? Having been told on Sept 28th by Peter in Glasgow that a letter had been sent on the 25th and that Customer Relations refused to speak to me as they considered my ”case closed”, we phoned again yesterday to complain that no letter had been received. We were then categorically assured by Manesh in Customer Service (who I managed to speak to via a cunning ruse!) that no such letter had been sent and there was nothing on my records to show this. Today, Mr. Baigrie’s letter arrived dated 23rd September!!!! This further demonstrates the inability of Sky to intelligently communicate between departments or with its customers.
Mr Baigrie states in his letter that I have been on Sky Talk since Jan 2007: if so, why did withdrawals from my account ONLY COMMENCE THREE MONTHS AGO????? Why too was the first ever statement from Sky Talk received in September 2009 – (how would I know to go online if I was not aware I was a customer?)?
He says that BT bills show they are my providers but DID NOT LOOK TO SEE THAT THEY HAVE ALSO BEEN CHARGING FOR “TALK ANYTIME” FOR WHICH ITEMISED STATEMENTS ARE NOT PROVIDED! (As I would have thought Sky Talk should be aware …)
BT is equally to blame: in response to a copy of my original letter (attached) I received an ill informed phone call from Mr. Livingstones “assistant” suggesting that if I wanted to move to Sky I should inform BT! (This is certainly the very last recourse on my mind as one would have gathered from my original letter). On my increasingly irate assurances that this was NOT what I wanted, she admitted that BT were obliged to have sent a letter to inform me of the switch over and that she would look into this. Not to my surprise, I have heard nothing more. Neither Sky nor BT have sent me such letters and I am adamant that I have never agreed to switch to SKY Talk.
As a result of my cancelling my DD to SKY you have cut off my Sky Broadband and Sky TV. Boo hoo! I WANT MY MONEY BACK FOR THE LAST THREE MONTHS WHEN YOU SWITCHED MY TELEPHONE ACCOUNT TO SKY TALK WITHOUT MY KNOWLEDGE OR MY AGREEMENT AND USED MY DIRECT DEBIT SET UP FOR BROADBAND AND TV TO DEDUCT ADDITIONAL SUMS FOR SKY TELEPHONE CALLS! All this whilst I was paying BT for their Talk Anytime service.
I do not expect to wait for a further 4 weeks to hear from Sky or to be offered your services in lieu of the monies you have dishonestly taken from my account. I shall be posting this letter on the increasingly popular blog Scandal at Sky blog to which I have also directed numerous consumer Facebook groups.
I await your INFORMED response with an offer to repay monies dishonestly removed from my bank account plus compensation for the time taken to look through all bank statements for two years and BT statements for the same period, and consequent phone calls and letters.
Yours Outraged
C.c. Mr. Livingston - CEO BT, Oftel, Sarah Tether MP, BBC Radio 4 Moneybox Live
Attached original letter which contained copies of all BT bills
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