Lost Swap

[Unhappybunny2]

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.

[PandJ2020]

---

@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!

[Unhappybunny2]

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

[PandJ2020]

---

@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.

[Unhappybunny2]

Pity they treat their customers so poorly.