Account has been locked for fraudulent activity

[Ragan]

Hi, 

I have been a sky mobile customer for over 3 years with sky. I just finished paying off an iPad and a pen without any missed payments and tried to get another, order went through, took upfront payment ( this actually happened twice, because the guy on the phone ordered it again after it got cancelled and took another payment of £12 for upfront cost )  account has now been locked due to fraudulent activity. Even though it was cancelled, I got the Apple Pencil pro which was apart of my order delivered but didn't receive the iPad at all, but I'm confused because the whole order got cancelled twice so I don't know why the Apple Pencil was delivered and it is also pointless because I can't use the apple pen without the newest IPad! 

I have been trying to sort this out since Monday, no one is contacting me back, I'm phoning I keep getting passed left right and centre to different people who don't even know what I'm even talking about. 

any advice on what to do now?

[GD1]

@Ragan  You'll need to persist in contacting Sky, it may be worth raising a complaint if you feel you are not getting anywhere https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Ragan]

@GD1 I have been persistent on phoning them all week, and they all just say the same thing " you will need to wait for someone to contact you, this can take up to 72 hrs" and it's been 6 days since I phoned the first time and I have phoned like 8 different times after that. The first person I spoke to put in a complaint and I got an email saying it was dismissed and when I go on my account for the updates it just says that someone has put NA on the note.