Film, Media & TV1 min ago
O2 Broadband Now Moved To Sky
I had my broadband with O2 for 5 years before they announced they were selling out to Sky. O2's customer service and tech support was excellent and when I had a conversation with them last April. The agent offered me a "12 months free" deal. He emphasised that this would continue after the takeover as Sky had said that they would honour any O2 deals.
Unfortunately due to an admin cockup at O2 this deal was not implemented until September but O2 agreed to "reset the clock" so that the 12 month deal started from then. All went well for 3 months and then the "migration" to Sky happened and guess what? Yep, Sky have said that all bets are off and have already taken 2 months payment from my bank account.
I complained to both Sky (with no joy) and to O2 who were most apologetic and sympathetic and while they said they couldn't do anything about Sky's heavy handed approach, they could arrange a refund of my payments for the April - September period during which I should have had the promised free broadband. I thought this was a brilliant gesture and told them so. The O2 guy calculated the exact number of days and the amount that I should be repaid and I agreed with that.
However, he said that his manager's authorisation for this refund would take a couple of days to process and asked me to phone back. This I duly did and was told that it would now take a further week before they could finalise everything. Apparently they cannot simply credit my bank account (from which my direct debits were taken) but they need me to supply "more details" over the phone when they've done all their calculations and got the final account figures in (?). The implication was that the payment, if it is ever made, would have to be by BACS transfer. I do not fully understand the reasons for this as I would have thought that it would be possible for them to send me a cheque for the agreed amount, as has been the case with other traders from whom I have claimed amounts overpaid on direct debit.
I am getting rather nervous about giving any further bank details over the phone and wonder if someone is trying to operate a sophisticated scam here.
I would welcome any comments. Thank you.
Unfortunately due to an admin cockup at O2 this deal was not implemented until September but O2 agreed to "reset the clock" so that the 12 month deal started from then. All went well for 3 months and then the "migration" to Sky happened and guess what? Yep, Sky have said that all bets are off and have already taken 2 months payment from my bank account.
I complained to both Sky (with no joy) and to O2 who were most apologetic and sympathetic and while they said they couldn't do anything about Sky's heavy handed approach, they could arrange a refund of my payments for the April - September period during which I should have had the promised free broadband. I thought this was a brilliant gesture and told them so. The O2 guy calculated the exact number of days and the amount that I should be repaid and I agreed with that.
However, he said that his manager's authorisation for this refund would take a couple of days to process and asked me to phone back. This I duly did and was told that it would now take a further week before they could finalise everything. Apparently they cannot simply credit my bank account (from which my direct debits were taken) but they need me to supply "more details" over the phone when they've done all their calculations and got the final account figures in (?). The implication was that the payment, if it is ever made, would have to be by BACS transfer. I do not fully understand the reasons for this as I would have thought that it would be possible for them to send me a cheque for the agreed amount, as has been the case with other traders from whom I have claimed amounts overpaid on direct debit.
I am getting rather nervous about giving any further bank details over the phone and wonder if someone is trying to operate a sophisticated scam here.
I would welcome any comments. Thank you.
Answers
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Michael, I can't help with your rather complicated scenario, but one thing I advise you to do today is to go into your bank account and CANCEL the DD to Sky - which should have been done in the first place, so your bank would have rejected those two months' claims for payment from Sky.
I wouldn't do any more of this negotiation over the phone, where you have no record of what's being said to you, and you probably never speak to the same person. Instead, do it by email, and keep the sent emails, or send by mail, next day signed for, so it's tracked all the way.
I wouldn't do any more of this negotiation over the phone, where you have no record of what's being said to you, and you probably never speak to the same person. Instead, do it by email, and keep the sent emails, or send by mail, next day signed for, so it's tracked all the way.
Thanks for your comments, Boxy. I have not yet cancelled my DD with Sky as I don't want to precipitate any disconnection of my internet. I fully intend ditching Sky altogether (when I've decided which ISP I want to go with) but when I do, I'll do it properly by requesting a MAC code etc. Simply cancelling a DD may gve me a"That'll teach 'em!" feeling but it won't help in any way to get any money back from O2 will it?
I have tried the email approach - and normal post communication but I find I'm banging my head against a brick wall - usually with folk who have something other than English as their native language. Also, I would be nice if I could get to a named CEO but these guys have their anonymity protected by gatekeepers.
I have tried the email approach - and normal post communication but I find I'm banging my head against a brick wall - usually with folk who have something other than English as their native language. Also, I would be nice if I could get to a named CEO but these guys have their anonymity protected by gatekeepers.
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