Cancelled mobile device, no refund given

[KZ2]

I cancelled my mobile order (iPhone 17 pro max silver) within the 14 day cooling off period as they had no expected date of delivery. This was back on Nov 7th. I received an email confirmation that the order was cancelled and was told on the phone that I should expect a refund within 14 days. 
The order was still showing as in progress in my orders on sky app and had not received a refund so I followed up on 19th Nov via phone and WhatsApp chat. I was repeatedly told it wasn't cancelled even though I had the email confirmation. After literally hours on the call and being passed to 3 different people, they finally found the mail confirming that I had cancelled it yet they had to cancel it again. The device is still showing as "in progress" on my sky account and I have still not received my refund. Where do I go from here?

[63johnw]

Hi @KZ2  I would send a formal complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[KZ2]

Thank you. I have done that. Will that get me traction in your experience?

[63johnw]

From what I have seen in the past @KZ2  it escalates it to a different team, hopefully they will contact you and get this resolved for you. 

[ColinWallace]

I am still waiting too it's a disgraceful service . Quick to take payment then no response on refunds 

[Tarablue]

This statement must be a scam . I know nothing about an iPhone. I dont know what the communication is about? Please help me.

[Daniel0210]

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@Tarablue wrote:
This statement must be a scam . I know nothing about an iPhone. I dont know what the communication is about? Please help me.

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@Tarablue 

What statement? Please explain. 

I’m afraid you aren’t communicating with Sky by posting here. We are customers on a customer ➡️ customer discussion forum where we try to help other Sky customers.