Sky refusing to cancel account

[HelenCupcake]

Hello,

Does anyone know how to escalate a complaint?  Anything around complaints seems impossible to find!

I cancelled my contract (been a customer for 20 years, now moving house and don't need it) to be effective from 14 Feb.  I was told I would receive a refund of about £24.

Weeks later, and hours of phone calls going over and over it - it appeared the broadband had been logged by them as a third party requesting a switch to another provider, complete nonsense - I'm now receiving emails complaining they can't collect money from me and threatening charges!!  Am so glad I cancelled the direct debit. 

The most recent call at the end of last week the person promised me (again) it was resolved and that a request for compensation would be logged.  

Any ideas what I can do?!  Thank you. 

[PandJ2020]

Details here: https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

[caesarome]

@HelenCupcake 

To make it clear you put in a request to cancel your broadband with Sky and that you did not in the meantime sign up to another provider ?