£300 switch from sky tv & broadband to ee

[Traceymick]

I switched afeom Sky broadband to EE broadband in  October this year.  I received confirmation email from the Switch team on 5th Novmeber stating that I would receive the amount of the early cancellations fees that I had paid to Sky back into my account from the EE switch team within 28 days of this email.  The date for the payment should have been at the latest by 3rd December.  To date I have called EE several times l, emailed the switch team and I have received no response from them and ko payment.

[Debbie_G]

Hi @Traceymick.

Thanks for coming to the community.

If you've received an email from the switching team confirming your claim has been successful, any credits should apply within 28 days. Once applied, this will show against your bill. If it's been more than 28 days and you've not received the credit, I'd recommend giving our team a call. They will be able to check your account further and help get this sorted.

Debbie

[Traceymick]

Good morning Debbie 

I have spoken with nu.erous teams within EE to try and get this resolved.  One of the ladies that I spoke with at EE even emailed the switch team herself as I have emailed them several times and they have failed to respond to me.  The switch team have not even responded to her.  I have been told by several advisors at EE that the only way that I can contact the switch team us by email but they do not respond to my emails.  Could you please advise.

[Debbie_G]

I'm sorry you've not received a response when emailing, and our team over the phone haven't been able to help @Traceymick .

I would recommend using our Complaint form. A dedicated team will look into this and contact you directly to help further.

Debbie

[Traceymick]

Hi Debbie,

I did that last week again no response.

When I spoke yo an advisor yesterday I stated that legal advice would possibly be my next action as EE are now in breach of the contract with not refunding my money within the tinelines stated.  The advisor spoke to his manager and came back to the phone and informed me that his supervisor had told him to advise me to seek legal action then.

Absolutely disgraceful response. 

I spoke to an advisor this morning and she was very helpful but basically stated that I could be waiting for an indefinite amount of time for my refund which I am legally entitled to on the 3rd December.

It feels as though I am constantly being fobbed off and that EE deem it completely acceptable to hold on to money that doesn't belong to them.  

To date I have emailed the switch time three times since last week and received nor one response.

[Traceymick]

We are in a cost of living crisis and EE seem to think that it is acceptable to keep hold of funds that they customers are legally entitled to causing  a very high unessesary  amount of stress.

[Debbie_G · Accepted solution]

I'm sorry to hear about your experience @Traceymick. I've sent you a private message to see if I can get you some help with this.

Debbie

[Traceymick]

Good afternoon Debbie,

I have tried to respond to your email but it says email address unavailable.

[Traceymick]

Good afternoon Debbie,

I  cannot access my private messages.

Could you advise please.

[Traceymick]

Hi Debbie 

I have managed to access my private messages and sent you the information you requested