cancellation

[LouV28]

I requested a second line on my phone be cancelled a month ago. 

Went in to check final bills etc and found it was never cancelled so told they will cancel now but I have to pay another month despite me asking several times for this to be cancelled. 

Link to complaint form simply crashes app so can't even do that. 

How is this allowed or fair, it was on message and I said many times which line I wanted cancelled but they didn't do it. 

[bristolian]

Did you request cancellation by phone or in writing?

If by phone, then you could consider requesting your personal data including copies of any call recordings - https://ee.co.uk/help/cyber-security/getting-started/request-my-personal-data 

Anything done in writing would either need proof of posting or delivery.

If frontline CS won't resolve to your satisfaction, include that proof/call recording in a formal complaint. Try using alternative browsers to rule that out also.

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the online Complaints Form .