Complaint lacking resolution

[Nicola2610]

Hi,  I made a complaint when 4 separate orders were placed by staff for a full fiber upgrade.  It was messed about so badly that I cancelled and have now taken a contract with sky. 
Anyway, the complaint was recorded and I was provided with a ref number.   
this evening I have received a message stating that my complaint has been closed and they hope that I am satisfied with the resolution.    
I have not been provided with any resolution so how can I be happy with it?  
I will have no option but to go to the Ombudsman without this resolution.  
Who can help with this matter?

[XRaySpeX]

You have no option to go to the Ombudsman until either 8 weeks have elapsed w/out resolution or you have a deadlock letter, which you haven't.

When you were told it was was closed, you were also told you can ask for them to reconsider the issue.

[Northerner]

Hi @Nicola2610 

Why are you bothered if you have gone elsewhere. Call it experience and move on. 

Thanks 

[Nicola2610]

Because they are now trying to bill me for fibre that they haven’t installed. 
It has been a nightmare since mid June.  
the resolution hasn’t been provided, no explanation given just “closed”.

[Nicola2610]

No option was provided for reconsideration, just that if I’m not happy with the resolution that I can take it to the ombudsman. 
But I appreciate your advice, thanks

[Peter_W]

Good morning @Nicola2610

Welcome to the EE Community!

I'm disappointed to hear you've not had the experience we would expect when taking out your broadband and you've decided to take this out elsewhere.

When these orders went through, was there any time period that you had an active connection with us, or did this never activate?

Peter

[Nicola2610]

Hi Peter, 

No, the fiber broadband never activated and ee stated that I didn’t have a fiber account open and BT confirmed that it also wasn’t open to them. However it is in my bill and demands are being made for me to pay this! 

The connection  for the full fiber was attached to my house last Friday for the Sky installation. 

[Peter_W]

Thanks for confirming that @Nicola2610 

Is it EE or BT that you received a bill from, and is it dated before or after you requested the cancellation?

There's a chance a first bill may have been generated prior to the cancellation request going through.

Peter

[Nicola2610]

Hi Peter, It is dated after and once I had confirmation from  ee that I did not have any order for fiber.   
It has been an ongoing nightmare since mid June when I was going through an upgrade from standard broadband. Different agents were putting through different orders at the same time and BY cancelled due to them placing two orders at the same time. I then spoke with another agent who gave me a hard sell on TV even though he was meant to be resolving the finer issue. 
I had to make a complaint because someone else cancelled it and they couldn’t establish how or why.  An agent had been in my account without any cause to, I received notification to say thanks for passing security when I wasn’t on a call with anyone, I was at work.  
And yesterday an email to say that the complaint is closed and that they hope I’m satisfied with the resolution however, I have not been given any resolution so how can I be happy with it? 
I’ve been with ee since they were T mobile and never been treated so poorly.

[Nicola2610]

The bill is dated for service from 24/07 until 24/08 full fibre broadband.