They eventually put me through to someone on the complaints team after speaking on the chat to customer services. He called me back today to say he’s sorted it with the switch team and they are processing the credit back to us. I advised that some extra training needs to be given to the switch team around Sky bills and accepting a screen shot of the email stating that is the early termination fee as acceptable proof along side the bill.
@ClaireC85 They would be waiting for you not to pursue it any further, so glad you see the light now at the end off the tunnel, hope that you get the payment involved, if not keep an eye on the billing just incase it goes as a credit against future payments.🙄👍
@sj105 If you have clarification from SKY as to the charge showing on the bill breakdown that shows that it is for the services that are within the EE offer then providing that supporting your claim should suffice. You may have to invoke the EE complaints process if the EE Switch team continue to decline.
Yes complaints team were involved and sorted it, we’ve now received our money from EE. However, for good customer service it shouldn’t need complaints to be involved, the switch team should be trained on supporting evidence from Sky of charges.
Well done @ClaireC85 - Unfortunately it is all too apparent that instead of various Support departments resolving issues that should be within their remit they appear to lack processes to escalate or investigate and the complaints process needs to be invoked..
I had the same issue a year ago it went on for so long can’t even remember whether it was honoured or not now, but it wasn’t very much anyway £20/30 maybe
Ours was £127, I wasn’t letting that go 😅 to be fair once I actually got complaints they were really good, I just had to refuse to get off the chat until I was put through to them directly, as I’d already waited 40 minutes in the chat queue!
Hi just wondering if you ever got this sorted as I am now in the same doom loop. I have emailed EE both the email, where the charges are clearly stated as termination charges, and also a screen shot of my Sky dashboard, with charges labelled as 'debt adjustments' - obviously the same amounts. But I just keep getting a bot like reply back it needs to be a final bill. So frustrating!! It also clearly showed we have paid the charges.
