Attention: SKYTALK Customer Services
Please read this letter thoroughly as I believe that you will find my story quite amazing.
First of all, as you can see from my account detail, I have been a customer for only a short time.
My story begins on Friday the 2nd of January.
I picked up my landline telephone to make a call, I heard the following message.
(Welcome to sky, this is a sky talk customer announcement, I am sorry but your service is currently being restricted etc...) as I followed the instruction, I came to contact with a gentleman who announced that my line has been restricted due to a high level of usage. At that point I told the gentleman that instead of restricting my phone, I should have been contacted by phone or text message before hand. The gentleman advised me that this was not part of your normal services.
I asked the gentleman to advise me on the amount I owed. He advised me that I owed £309.00. I told the gentleman that I would be paying the total amount immediately. After going through my payment details, the gentleman advised me that my line will be restored within 72 hours and to keep on trying the line as it may happen earlier.
The next day, Saturday the 3rd of January, I again tried to make a phone call and yet again the same message. As I followed the sky talk message, I came in contact with a young lady who apologised for the inconvenience caused but she was unable to do anything about the situation at this point in time and reassured me that the line would be restored as soon as possible.
On Sunday the 4th of January, yet another lady came to the phone and of course as one will expect, She gave me the same advise as per previous advisors. My line will be restored on Monday as this was the 72 hours.
On Monday the 5th of January, (after I came back from work) well to my surprise, I am still unable to make outgoing calls and still hearing sky talk messages. As per usual I followed the message through and finally got greeted by a young lady. Again, we went thought the entire story and she could only apologise and advised me that she will send another request for my line to be restored.
On Tuesday the 6th of January, Once again I have tried to make another call and surprise, skytalk on the line. After approximately 15 minutes waiting, I finally spoke to a gentleman who did not seem to understand why the request had not gone through; he put me on hold in order to look into my account. He then advised me that there was a technical problem and that he would have to resend yet another request through and that I would have to wait another 72 hours. At this point, as I complained to him he mentioned that there nothing he could do about it. I requested to speak to the Manager. To my surprise, even the Manager started to tell me about your company policy and then advised me that there was nothing they could do about it at this precise moment. He told me to check the line again the following day. Later on, I needed to make an urgent call and once again I tried and surprise, skytalk are still on my telephone line. I spoke to an adviser and as a result took the decision to cancel my contract.
The following morning, I tried again and still the same message from the automatic voice. Though I had just cancelled my contract, I still should have been able to get a line and having waited the previous day, I felt cheated so decided to contact Skytalk once again. The first adviser I spoke to clearly didn’t understand the subject matter so passed me onto the technical department to see why the line hadn’t been restored before, even though more than 6 requests had been made.
After a 10 minutes wait, a gentleman took a quick look at my account and simply stated that the reason why the line still wasn’t active on my part was because of a £90 balance remaining. I quickly responded that I had paid £309 the bill on the 2nd already. He replied that in fact, the right amount was £399 and that it was probably a case of misinformation. He advised me to get in touch with the billing department as soon as possible, but that there would be a possibility of having to wait 72 hours to have the line restored after the payment.
Later that day I decided to confirm with another adviser that there was indeed £90 to be paid off. A lady quickly confirmed it so I made the payment over the phone. She then said that I would have to wait another 72 hours in order for my line to be restored, which was clearly the icing on the cake. I then asked to speak to a manager who clearly even had difficulties to figure out why all of this had happened. When asked about the fact that there was a remaining balance in my account that no one had told me about, he said that £309 was the minimum I could have paid for my line to be restored. So the adviser did not have to tell me exactly how much I owed Skytalk, even though I asked that question in a rather direct manner. How difficult is it to answer a simple question?
From what I gathered it was that payment that was blocking the whole system. The manager even noticed that 7 requests had been made so far, without success. And why? Because somebody was not doing their job as they should. After drafting another urgent request, he advised me to try again the following day.
Another day, another Skytalk customer announcement. As you can probably guess, I had the same response from numerous advisers but with a twist. There was no possibility of checking my account because the server was down for the weekend. So if my line were not to be restored on the same day, I still would have had to wait another 72 hours. Which I did.
Monday 12th of January and still no line. The U Switch Customer Satisfaction Award was well deserved.
In the meantime, I am still unable to make any calls from my landline at all.
I have been and still using my mobile phone to make any calls, which cost me a lot more.
Meaning that for the last 10 days you have lost a lot of money as well as me just because of your bad customer service.
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