General Chat

As I now know that whatever happens Dad is not coming home I decided that I ought to sort out a few things at his house - cancelling his SKY TV was first on the list at £38 a month, rang them and they asked to speak to him, explained that he was in a Hospice and slipping in and out and he is so confused that he wouldn't know anything, explained that I was not asking to upgrade in his name and that I could give them all info, EG date of birth, account number where the £38 D/D is collected from, SKY card number etc ------ BUT no that was not acceptable, BUT I could send an email and that would do !!!!!!!

Now I have to work daily within DPA requirements, how they can class an email as sufficent is beyond me - I mean an email from [email protected] could be from anyone, and they don't need me to put any details in it !!!!

So I had a thought the next time a neighbour gets on my nerves I will just email SKY pretend to be them and cancel their package lol ........................cus I can, cus SKY only want an email if the actual subscriber can't ring !

go to your dads bank and cancel it and then send the email....and threaten watch dog..

Ring back and ask politely to speak to the Duty Manager - very often Call Centre Agents are poorly trained and are under huge pressure to answer calls as quickly as possible - a case of get them off the phone without exploring all possible solutions....and I'm a Call Centre Manager so have some idea of how Call Centres work

Can't cancel at the bank as the account is only in Dads name so I have no authority over it ...............

Daren't ring them back as I was quiet rude ( lol ) and told the girl what a crock of shit it all was to cancel a subscription for a dying man - Ooops

And now I can't find the link on their website to email them

**** stressed and fed up *****

We had much the same problem Jessie.......Dad had a bad stroke, couldn't write couldn't speak and knowing it would be a long job we decided to cancel some of his Sky package and just keep the basic until he needed it again.........but we couldn't.......we had to write in to explain.....

.....we did and eventually we had just the basic package.......a few months later he died and we again wrote to cancel Sky and explained how Dad had passed........got a letter back saying we could not cancel as the contract was with Dad, and he would have to write in.......

.....you couldn't make it up.....

sally

No ring them ask for the Duty Manager and start by apologising for being rude but explain that you are going through quite a distressing time believe me I have listened to all sorts of woes over the years and if the custonmer is reasonable and polite I will do my level best to bend the rules to help the customer - All Call Centre managers are empowered to do things that the agents arent allowed to

I will try and ring them tomorrow and ask for a Manager - not really calm enough to ring again tonight

If I was trying to upgrade or get money back etc I could understand, but I just want to cancel, I don't want the world just a bit of common sense and understanding would be fine

x

We had exactly the same problem, with Sky when we knew Mum would never come back to her bungalow. She was housebound & liked sport & films so had the full package! Having already paid out for 3months when the bungalow was empty, we decided it was time to cancel.

I managed to cancel in the end, by ringing from her phone & pretending to be her, saying I was going into a nursing home!
They said they needed a months notice, so she ended up paying them for 4 months to supply nothing!

Oh Carol how naughty lol

Might get OH to ring tomorrow for me - just hope they didn't record the call, the only info I gave was dad's phone number, so they may or may not have logged the call, if they have it will show that I said he is not capable and in a Hospice............. but worth a try if all else fails

xx

Sorry you're having this problem, Jessie. I had the same problem helping Mum cancel a couple of things that were in Dad's name after he went into a nursing home. I couldn't do it and the people I spoke to were very insensitive. When Dad passed away it wasn't much easier. One call centre agent repeatedly said they couldn't stop a service because they needed to speak to him. It was only after I broke down in tears after having to repeat several times that he had passed away that she got a supervisor who apologised and fixed it immediately. That prompted me to advise my Mum to appoint powers of attorney and my OH and I also did that to make things easier for our family should something like this happen.

Sue xx

Finally found the online form for cancellations - not easy to locate

Started filling it in and then .............. it wanted the account number !! which I don't know and have no documentation to confirm what it is
Rang back and spoke to Paul ( nice man ) and explained the situation, he said he couldn't cancel over the phone BUT could give me the account number if I confimed my Dads address
( I could be asking for my neighbours account number lol )
He gave me the account number and I have now sent the online form - so fingers crossed it works


*** watch out people I don't like - I now know how to cancel your SKY and upgrade it to cost you lots more lol ****

Jessie,
Having been a Customer Service Manager( not of Sky or a call Centre) in the past I think Colin is giving you good advice , whether or not the call was recorded, they will realize a mistake has been made, and Managers do have authority to override what you have been told and to cancel your dad's subscription in the circumstances given.
Personally I would ring myself, you can apologise as you know exactly what you have said.
Good Luck

Edit ...you posted at the same time as me, hope you have it sorted:)

Not the same but just as upsetting, Not Sky but a well known big department store.

I was a secondary card holder on my 1st hubbys credit card. Ordered and paid for new dining room suite on his credit card.

Before it was delivered hubby had died, his credit card paid off and account closed. New cr card opened in my name.

Dining suite arrives but is damaged, delivery note marked accordingly, said I would accept it subject to partial refund.

Go to department store with death certificate, statement showing that account was closed and letter from cr card company showing account had been opened in my name. They agreed refund but said it could only be repaid to hubby credit card, knowing that he was dead and that the account was closed.

I know that this is the normal procedure but surely common sense should prevail.

They did, in the end refund the money to my cr card but only after many tears from myself, plus the presence of my 6 & 7 year old sons and an army of tutting shoppers.

I have never shopped in there since or had a credit balance on a credit card!!