topic Re: Lost Swap in Account & Billing

Lost Swap

Unhappybunny2 — Thu, 17 Apr 2025 10:41:34 GMT

I swapped my Flip4 for IPhone 16 pro at the beginning of February 2025. I received new phone on the 3rd and sent back my old phone on 5th. I sent the phone Special Delivery so I knew Sky had received it and the photograph showed the package intact and undamaged.

On March 7th I contacted Sky to ask what was happening to be told, yes they had received the phone but it must be 'lost' somewhere! A complaint was raised that day and I received a credit for my April bill.

I have heard nothing from Sky and they are still asking me to send my phone back?

Suggestions? I'm paying for a phone they have had since 6th February.

Re: Lost Swap

PandJ2020 — Thu, 17 Apr 2025 10:50:03 GMT

@Unhappybunny2 wrote:
I have heard nothing from Sky and they are still asking me to send my phone back?

That will be an automated mail...

If you can't resolve it by calling then submit a complaint (although it may not be a quick process): https://www.sky.com/help/articles/how-to-make-a-complaint

Using special delivery definitely gives you proof of delivery - so if Sky have 'lost' it then it's their issue!

Re: Lost Swap

Unhappybunny2 — Thu, 17 Apr 2025 10:51:58 GMT

Complaint was raised on March 7th. I had a web chat 2 weeks ago and was told the complaint would be resolved in 24 to 48 ho

Re: Lost Swap

PandJ2020 — Thu, 17 Apr 2025 11:00:06 GMT

@Unhappybunny2 wrote:
Complaint was raised on March 7th. I had a web chat 2 weeks ago and was told the complaint would be resolved in 24 to 48 ho

Hmm. All you can do is to keep contacting them.

Re: Lost Swap

Unhappybunny2 — Thu, 17 Apr 2025 11:03:24 GMT

Pity they treat their customers so poorly.