I helped my elderly mum sort out sky and enter an 18 month contract about 10 months ago. But she recently realised that she is paying more than agreed. I phoned today to query this and was told that it was because of the price hike. I said that she was in a contract so the increase should not apply until after the contract is over. The customer service agent talked over me, belittled me, laughing at me. They also said the price was higher due to mum having HD. I said that wasn't in the contract letter and he said they don't put it in a letter. That they didn't add HD their end but that my mum must have pushed a button her end. I asked to speak to a manager but they would not pass me on. On the second phone call to a different person I asked for complaints and was told the only way to complain was via email and was then put on hold so he could find me the email address...but after hanging on for a couple of minutes I hung up.
It all sounds bonkers to me. Totally unprofessional.
Has anyone had anything similar. It is so hard to complain to them. I did manage on the third attempt to speak to a woman who was helpful but still waiting for the whole thing to be clarified.