Swap gone wrong

[45ricj]

So back in april this year i sent my older Iphone 11 back to sky for a swap

it got lost in the post apparently, I sent it back using a prepaid sky returns package. 

In the meantime i actually ordered another iphone 11. To make a long story short im now paying for two phones. Ive asked at the post office for a proof of post but im unable to get one . Basically i neee some help 

[caesarome]

Have you spoken to Sky support about this since it has been lost ?

Did you swap early or when Sky have said you could so after 12 months on Swap 12 or 24 months on Swap 24 ?

[45ricj]

I had spoken to someone at sky but as i sent my swap back in an envolope witout 'swap' wrote on it they had told me that its basically up to me to pay for the device 🙄

[caesarome · Accepted solution]

So you didn't send it back to them in the packaging they provided, if so there isn't much us customers can do for you ?