Dear EE Customer Support,
I am raising a formal complaint regarding a serious issue with my switch from Sky to EE.
When I moved to EE, I was explicitly informed that EE would handle the full cancellation of my Sky services on my behalf. I relied on this assurance. However, I have now discovered that only my Sky Broadband and Talk were cancelled, while my Sky TV service was left active without my knowledge.
As a result, Sky has continued charging me £122 per month for the past year, totalling a significant and unexpected financial loss.
I received no communication from EE to indicate that only part of the Sky service had been cancelled, nor was I told that Sky TV would remain active. I acted in good faith based on EE’s assurance that the entire cancellation would be handled.
This failure has directly caused:
- A full year of incorrect Sky TV billing
- £122/month in avoidable charges
- Financial loss and distress due to a service I neither used nor knew was still active
I am requesting:
- A full investigation into why the cancellation was not completed as promised
- Confirmation that EE accepts responsibility for this incomplete cancellation
- Compensation for the financial loss caused by EE’s error
I have already contacted Sky to stop the ongoing billing, and they are reviewing the matter from their side.
Please confirm receipt of this complaint and advise on the next steps. I expect acknowledgement within 48 hours as per EE’s complaints procedure.
Kind regards,
Jade
[Mod edit: Edited out full name]
