To Whom It May Concern,
I am writing to make a formal complaint regarding an unresolved billing issue and the continued lack of action from Sky Mobile.
Several months ago, I contacted Sky Mobile after discovering that my mobile number at the time [Removed] had been duplicated. During this call, I was advised by a Sky representative that I would be issued a new SIM card and number, that the original SIM would be cancelled, and that I would not be charged for the cancelled SIM. This conversation will be available on your recorded calls.
Despite this assurance, I have since discovered that I am still being charged for the old SIM card. I raised a complaint regarding this matter and was informed that the details should already be recorded on your internal notes. Unfortunately, instead of receiving a resolution, I have been repeatedly passed between departments with no meaningful outcome. In
I was advised to wait 72 hours while the issue was escalated. After allowing more than the stated time frame, I was informed that nothing had changed, that no one seemed to know the status of the issue, and that it was simply being “escalated” again.
I have made it clear that I will not pay an incorrect bill and that I do not consent to my service being restricted or disconnected while this matter remains unresolved. I rely on my phone for work, and the continued mishandling of this issue is now directly impacting my ability to earn an income.
I am extremely dissatisfied with the lack of communication, accountability, and resolution from Sky Mobile. This situation has caused unnecessary stress and inconvenience and falls well below the standard of service I expect.
I request that this matter be resolved immediately, including:
-
The cancellation of the original SIM card
-
A refund or adjustment for any incorrect charges
-
Written confirmation that my account is now correct and fully resolved
If this issue is not resolved promptly, I will have no option but to take the matter further.
I look forward to your urgent response.
Yours faithfully,
Olivia
Moderator notes: Removed phone number
