P M Qs..... The Understudies.... Usual...
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sky account registered to wrong address
11 Answers
Mrs A, an 90 year old woman, starts receiving a monthly magazine and correspondence from Sky addressed to Mr B at her address about a Sky subscription. Mrs A has lived alone at this address for 30 years and has never had any Sky service.
Mrs A remembers that a Mr B used to live a few doors away but moved away nearly a year ago and Mr &Mrs C now lives there. Mr & Mrs C say they doesn't know anything about a Sky service at their address.
Mrs A keeps returning all this post to Sky . She has also tried ringing and writing to Sky asking them to sort the problem out and stop sending post to her address.
However Sky refuse to deal with the query saying that as the account is in Mr B's name they will only converse with/accept instructions from Mr B and his password must also be quoted..
So the post to Mr B from Sky keeps on coming to Mrs A's address. Mrs A is fed up of returning and is worried that bailiffs may start to come round if the account isn't settled.
What should Mrs A do to resolve this apparent impasse?
Mrs A remembers that a Mr B used to live a few doors away but moved away nearly a year ago and Mr &Mrs C now lives there. Mr & Mrs C say they doesn't know anything about a Sky service at their address.
Mrs A keeps returning all this post to Sky . She has also tried ringing and writing to Sky asking them to sort the problem out and stop sending post to her address.
However Sky refuse to deal with the query saying that as the account is in Mr B's name they will only converse with/accept instructions from Mr B and his password must also be quoted..
So the post to Mr B from Sky keeps on coming to Mrs A's address. Mrs A is fed up of returning and is worried that bailiffs may start to come round if the account isn't settled.
What should Mrs A do to resolve this apparent impasse?
Answers
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Hopefully Mrs A has a friend (not wanting to seem ageist but 90 is a grand old age, and its probably confusing getting all this mail) - gets them to call Sky Customer Service (though thats a joke in itself) - and requests to speak to a manager,
mention Watchdog, ombudsman, etc, if it isnt sorted out plus a M&S voucher for eg. to compensate for the time and worry
mention Watchdog, ombudsman, etc, if it isnt sorted out plus a M&S voucher for eg. to compensate for the time and worry
Thanks everyone. A few points:
First of all, sorry I mistyped her age - it's 80 not 90, although that isn't too improtant.
Second, I tried to ring Sky for her but without a password they wouldn't allow a conversation.
Third, Mrs A has already written to Sky explaining it all but they wrote back saying that as the account wasn't in her name they needed the mysterious Mr B, and only Mr B, to contact them as the account holder.
We could try CAB so thanks for that suggestion, or maybe an MP.
One approach may just be to bin/return to sender all future correspondence. Fortunately the account doesn't seem to be in arrears at the moment, so maybe we should just wait and see if the problem goes away. We know that if the account gets in arrears it could become a problem for Mrs A if bailiffs come round but we could cross that bridge when we come to it.
Thanks for your help.
Any further thoughts would be welcome
First of all, sorry I mistyped her age - it's 80 not 90, although that isn't too improtant.
Second, I tried to ring Sky for her but without a password they wouldn't allow a conversation.
Third, Mrs A has already written to Sky explaining it all but they wrote back saying that as the account wasn't in her name they needed the mysterious Mr B, and only Mr B, to contact them as the account holder.
We could try CAB so thanks for that suggestion, or maybe an MP.
One approach may just be to bin/return to sender all future correspondence. Fortunately the account doesn't seem to be in arrears at the moment, so maybe we should just wait and see if the problem goes away. We know that if the account gets in arrears it could become a problem for Mrs A if bailiffs come round but we could cross that bridge when we come to it.
Thanks for your help.
Any further thoughts would be welcome
Mrs A should write direct to (and despite the spelling of his name he is a fellah!)
Andrea Zappia
Managing Director, Customer Group
British Sky Broadcasting Ltd
Grant Way
Isleworth TW7 5QD
Say she's sorry to trouble him, but as an 80year old lady, his company is starting to really frighten her and Customer Services are being very difficult in dealing with her. If she can quote names and job titles all the better. Send a few copies of the letters she is receiving.
They do not like getting things like this and you can bet a few arses will get kicked and heads banged together, because it is just bad customer management which he will not like to see.
Let us know how she gets on!
Andrea Zappia
Managing Director, Customer Group
British Sky Broadcasting Ltd
Grant Way
Isleworth TW7 5QD
Say she's sorry to trouble him, but as an 80year old lady, his company is starting to really frighten her and Customer Services are being very difficult in dealing with her. If she can quote names and job titles all the better. Send a few copies of the letters she is receiving.
They do not like getting things like this and you can bet a few arses will get kicked and heads banged together, because it is just bad customer management which he will not like to see.
Let us know how she gets on!
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