- A Sky Customer Inadvertently Paying CLI Fees For Years
- This was a result of him not adding his second Sky Box
- Now she’s trying to get a refund of thousands of pounds
- Do you have a consumer problem? Contact: [email protected]
Earlier this year, I looked at my mother’s bills as she is currently going through some financial difficulties.
I was shocked to learn that each of her Sky monthly bills since 2006 included an undisclosed payment.
I contacted customer services who advised they are call line identification (CLI) charges.
After discussing this with my mother, she said that she did not find any letter warning about any such issue.
A Sky customer was inadvertently paying £65 per month for call line identification fees
The fee was around £65 a month and Sky initially agreed to pay 24 months’ worth, up to £1,560.
However, this leaves a fee of around £8,500. Is it possible to get a full refund? sc, via email
Grace Gosden, This Is Money consumer expert, answers: When you helped your mom go through with her finances, you were shocked to learn that your mom’s bills were skyrocketing.
The main expense that stuck out was the amount she was paying her TV provider Sky for an undisclosed fee of around £65 a month for 15 years.
After contacting the telecom giant, it informed that these were CLI charges. These phones are most widely known to customers because calling line identification allows the person receiving the call to see the caller’s number.
However, for TV customers, such as your mother, CLI charges only apply to subscribers on Sky TV Multiscreen – those who have additional Sky Boxes at a discounted rate.
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To use Multiscreen, customers need to use all of their Sky Boxes in one home.
However, your mom only connected one box and Sky could tell that the other box was never connected to any broadband or telephone lines.
I asked Sky why it applied these charges and it said it was a security measure.
Essentially, when the Sky Box is connected to a broadband or telephone line, it can check that it is being used in the correct location.
If the Sky Box is not connected, CLI charges are triggered because the firm has no way of knowing where the box is being used.
This is a ‘legitimate’ security measure that helps prevent misuse of the huge discount Sky offers through MultiScreen.
For example, this means that it can identify cases when customers purchase a multiscreen package with multiple boxes, but either sell the additional boxes, keep the additional boxes in a separate property or when they move away from the home. away, take the box to other properties. .
If the Sky Box is not connected to the Internet or telephone line and is unable to verify its location after several attempts, customers will be contacted several times to show them how to connect the box.
They will also be informed that they will be charged if the box remains unconnected and when these charges begin. The CLI charges will then be included in the monthly bill.
Sky Says Charging For CLI Doesn’t Abuse The Huge Discounts Offered Through Multiscreen
Therefore, these charges were automatically applied to your mother’s account by the system because one or both of the Sky Boxes she owned were not connected to the phone line.
You were disappointed with this response because your mother claimed that she had not received any letter of advice on this.
It also surprised you that it was charged so much over such a long period without contacting Sky that it was still accurate to check.
I contacted Sky to see if it would offer a refund more than just 24 months’ worth because your mom had a substantial amount of money at the time she was facing financial hardship.
It has agreed to pay your mother a further four-year refund of £4,617 and will also be exempt from future CLI charges on her two Sky TV digital boxes.
A Sky spokesperson said: ‘We are sorry for any inconvenience caused to Ms. C. Our CLI charges are meant as a security measure, so we can check that Sky Boxes are being used by customers in the correct home they are meant for.
‘These charges cease when the box is connected to the Internet or telephone line and the location is verified.
‘Unfortunately, in this case, Ms C never connected one of her two Sky TV digital boxes, so the allegations continued. We have now refunded the substantial amount as goodwill and Ms. C will be exempted from any future CLI charges.’
Sky said three consecutive warning letters were sent to your mother regarding CLI charges, one before the CLI charges began and one final letter informing her that she was now being charged.
These charges were included in all bills including paper statements received from November 2015 showing a breakdown of their monthly charges.
It was only in November 2014 that your mother was contacted to inquire about her bill, however when customer services requested the account holder, the call was disconnected.
While your mother now has a substantial refund, it’s still not the full amount you were expecting, which seems pretty unfair given that Skye was able to see that she ever used the other box. Didn’t – and neither did anyone else.
It may be worthwhile to take a look at his bills in the future and advise him to contact the firms if he is unsure of anything – and the same goes for anyone reading this column.
It is hoped that such a situation will be prevented again when thousands of pounds were spent quite unnecessarily.
Was a National Trust customer…