Sky’s the limit for the complaining customer

sir – Linda Hughes (Letters, May 20) advises Nigel Lines (Letters, May 19), who has been overcharged by Sky, to cancel his direct debit. “A real human being will be on the phone to him in no time,” she says.

Regrettably, she is incorrect. Several weeks ago I did exactly this, as the problem I have with my Sky account cannot be solved online and, perhaps understandably, telephone contact proved impossible.

I have received no telephone call, but have had my service terminated following 25 years as a loyal customer.

Andrew Wildblood

London SW6

sir – I cancelled my direct debit to Sky Sports as soon as there was no sport to watch.

I received a call from a customerrelations officer. We agreed a figure, my service was suspended and it will be restored once there is live sport. Not all Sky subscribers experience the problems that others have described.

Christopher Horne

Rickmansworth, Hertfordshire sir – Many people dislike direct debits because they allow firms simply to take money from an account.

Less well-known is the Direct Debit Guarantee Scheme, under which, if a business takes the wrong amount or any amount in error, the bank will immediately refund the customer (on being notified) and can then reclaim the money from the company.

Mr Lines should make a quick call to his bank, and then Sky will probably be trying to contact him. The boot, being on the other foot, will be much more comfortable.

Nigel Parsons

Cardiff

sir – When trying to contact a major corporation, the best course of action is to write a letter to the chairman or chief executive. Send the letter first class, addressed to him or her by name, and headed “For the personal attention of…”

This has worked for me on many occasions. Although you don’t receive a personal reply, most big companies have a department dedicated to handling awkward customers.

A H W Izod

Edenbridge, Kent