Direct Debit Inidemnity Query

[antisupermum]

So, I have Sky Broadband. I pay £25 pm each month (it was £22 at the beginning but due to interest rates yada yada it increased, which I was notified about).

This month, Sky have taken £35.39 from my account, and when I called to fin out why, it was because the deal Isigned up to 18 months ago has now expired. I queried why I was not notified that a different amount would be deducted this month and they simply said they did notify me - 18 months ago! I asked how they think this is a professional way to do business and she of course had no answer. It's clearly underhand tactics, and I'm quite sure they don't give a toss.

Yes, I perhaps should have had some alert scheduled for this but you know, life ticks on and these things easily slip under the radar. Now, my question is whether I can claim the payment back via the Direct Debit Indemnity? The guarantee, as I read it, is rather vague but does mention they need to give notice of differing amounts at least 3 working days prior to deduction. According to Sky, they gave me 18 months notice but I think that is hardly fair.

Is it worth my time calling the bank to make this claim, or is it just gonna get binned anyways?

It may only be £10, but it's MY tenner and the principle here is really riling me.

The bank will likely raise the claim and refund it, but Sky will defend based on the fact that your deal expired. The indemnity wouldn't cover that, I don't believe - your price has changed because your contract has come to an end and I don't believe that needs another notification other than the initial one, sadly. It is an underhand but sadly common tactic. I'm surprised they haven't been calling you to get you to agree a new contract though!

It's worth a shot but I wouldn't spend the £10 until you've got confirmation that it won't be reclaimed.

While you are qeurying the £10 why not rethink the £25 too. Is it value for money in your household? Or would Freeview be just as good?

Did you not get sent a bill either electronically or through the post?

It's clearly underhand tactics, and I'm quite sure they don't give a toss.

If it's like any other provider, there is nothing underhand about it. You sign a deal which says for example:
£10.99 for 18 months and then 20.99 after
You are yourself responsible for finding yourself a new deal when old one is about to finish.
It couldn't be clearer🤷

When agreeing to you Contract. During terms and conditions it will have stated that you have discounts applied for the first 18 months thereafter the prices will Increase. Tin agreeing to the terms and conditions you have agreed to this. The bank will not be able to refund it nor will sky. However as you are now finished your 18 months. You will be able to source a new deal via sky or change providers.
I use to work for sky

Slightly different tactic but my DH recently made an executive complaint to sky (found the CEOs email address online), they dealt with the complaint in a much faster and serious fashion. Might be worth a go.

@SafetyAdvice0FeedWhenAgitated
It couldn't be clearer🤷

I really do disagree that is "couldn't be clearer" - It could be, obviously - they could send me a letter or an email or a text - much like they do when they're trying to get me to sign up to the TV packages, or their mobile packages- advising me that my current deal is expiring and my payment will be increasing. But they don't. Because it's blatantly in their business format to let deals expire for committed customers, in the assumption that they will be like myself i.e. people who don't have the foresight to set calendar alerts for 18 months in the future advising of deals expiring - and therefore get some extra money from me for a month before I call and re-negotiate a new deal. It's bog standard, and it IS underhand. I do take partial blame for not being super organised and setting alerts etc but I would be confident in saying that most people aren't quite that organised.

When I called to moan, they stated that they have had numerous complaints about this and that for all new deals, customers DO get notification before the deals expire. But the "old" customers on the "old" deals don't get the same courtesy. I think that stands as some proof that they know how they should be behaving, but that they think it needn't be rolled out for all customers.

It's not the money per se, its the principle about being a very loyal customer who feels rather ripped off. I don't get monthly bills emailed or posted, although I could log into my account each month and review. Which I will do going forward. For £10, its been a valuable lesson.

Obviously they had lots of complaints about it because people can't understand that it's their own responsibility to keep up on top of their responsibilities and contracts.

Did they not send you a bill? That is their notification to you of the amount they are due to deduct and should be enough notice of the new amount to cover their backs I expect.

We collect direct debits at work, we invoice the companies different amounts each month and the direct debit collects that amount. The invoice is the notice of the new amount.

What about taking responsibility for checking when your discounted period ended?

We have sky and I am able to check estimated bills in advance online.

@lauryloo What about taking responsibility for checking when your discounted period ended?

What about reading the OP and subsequent posts where I clearly said this

I refuse to believe that the majority of adults set reminders for 18 months down the line when a discount ends. Maybe you do (bravo!) but I staunchly believe you are in the minority. I hold firm in the idea that a company has a responsibility to advise customers of changes. They are happy to inundate me with promotional communications but when it comes to advising me of an increase in price they are suddenly silent. But yeah, send me to the gallows because I didn't set a calendar reminder in March 2018.

Hi OP,
Direct Debit indemnity would not cover this I'm afraid. They would refund you in the first instance but you would still owe Sky the money. Sky would then do one of 2 things, either provide evidence to BACs about the DD and get it re-collected, or they will simply put your account into arrears/default, close your connection and send the debt collectors onto you.

The chances are that this would affect your credit rating and ability to take out contracts with other firms, it could escalate to the point where you get a CCJ and then things like getting a mortgage would be difficult.

Just ask yourself, is it worth it over £10, £10 that you do owe but that you think you should have been notified of in addition to the original notification. Just leave it, they aren't the type of Company to back down in my experience.

Off the top of my head I can think of three utility providers who have promised me they well notify me when my current contract is coming to an end.

OP is not unreasonable to want the same from Sky.