Broken phone returned

[Meg271]

I bought the new 17pro max middle of November, however within 2 weeks I woke up to it one day with lines running down it. I contacted sky and they were unable to allow me to return the phone and get a replacement on my contract ( even though I was in the cooling off period ).

after speaking to the lady on the phone after a while she stated the best she could do was cancel the current credit agreement / contract and order me the same phone and for me to return the faulty one. 

so I have received the new phone and returned the old one, next day delivery back to sky. They have received it however, will not cancel my credit agreement / contract for it and are still making me pay for both of the phones....

what do I do. I had tried contacting them but I'm getting no where and no one is picking up when I call anymore.

[63johnw]

Hi @Meg271  its been taking more than 3 weeks for returns to be processed, if you are outside of that 3-4 week window you will either need to perservere on the phones or try an official complaint. Until it's processed you continue to pay for it and any overpayment will be credited back to your account.