The worst customer service I've ever experienced, should I raise an official complaint?

[timothy100000]

In my forty years on this planet I've never experienced anything like this.  I called sky in November to cancel.  The guy said he had to speak to his manager and he'd call me back. He didn't.  

Then I was billed 55 despite cancelling and after phoning again there was a block on the account so they couldn't cancel.  I paid the 55 and they said everything was sorted. 

I then received an email saying thank you for staying with us!  I called again and the guy said not to worry it's all sorted. 

Well it wasn't sorted, I've now got a bill for January for 60 pounds.  I was told I was due the original 55 pound back so was transferred to billing who did nothing, he transferred me to a woman who kept me on the phone for over an hour. I've spent over two hours in total now.  Despite my first call to cancel being in November.  She claims there's a bill for January and claimed I hadn't phoned to cancel.  Their logic is when I paid the 55 that reinstated my account but I never wanted it reinstated I wanted it cancelled. 

Legal action. 

[peter-marlow+1966]

He did not need  to speak to a manager and tell you he would ring you back, he should  have  got you to speak to the manager,  I would ring them again

[timothy100000]

I've called them over ten times with a total of two hours on the phone. Constantly lied to.  (Removed)

Moderator note: Removed unfounded allegations

[Daniel0210]

@timothy100000 

The Managers in the call centres are not usually public facing. Call Sky again and provide the date and rough time you called in November. They can listen back on that call to confirm what was said.

You haven't said what service you were cancelling or whether you received an email confirming it.

The normal cancellation process is:-

TV ~ (fully cancel)
To cancel all your TV subscription, if you’re out of contract you needed to give Sky the required 31 days notice. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

▪️

Broadband & Talk cancel
To cancel Sky Broadband and Sky Talk totally, or if you’re moving to a provider like Virgin Media or City Fibre etc who don’t use the Openreach set up, you needed to contact Sky and give the required notice of 14 days, but if you are still in the initial 18 months deal Sky could impose cancellation charges. This link may help https://www.sky.com/help/articles/cancel-sky-broadband

If you are changing to another provider who also uses the Openreach infrastructure then you join up with them and they should contact Sky on your behalf.