Sky under investigation from Ofcom amid ignored cancellation requests
Some customers claimed they were kept on the phone for up to two hours and still had their requests ignored.
Ofcom has launched an investigation into Sky over concerns that customers are being ignored when attempting to cancel their contracts.
The investigation will look at several years of complaints from Sky customers who say that the broadcaster was ignoring written requests to cancel contracts even after the contract’s minimum terms had ended. Sky’s contracts state that customers are able to cancel their contracts by letter, fax and email however many of the complaints state that this was
It will also probe claims that some customers were forced to sit through calls lasting as long as two hours and still having their cancellation ignored. Ofcom regulations state that providers must not make it difficult for customers to leave a contract when they have a right to.
Ofcom said that the regulator will continue to monitor complaints during the investigation and encouraged discontent customers to direct their grievances to them as well so that they could “analyse the issues that are being complained about most.”
Sky insisted that the majority of its cancellation calls take less than 20 minutes and pointed to customer feedback scores that average 8.7 out of 10.
A Sky spokesperson told the Guardian that the company would “work closely with Ofcom to help them with their investigation.”
The investigation is expected to take around six to nine months.