I am writing to raise a formal complaint regarding Sky Mobile’s failure to process the return of my iPhone 17 Pro Max and the unacceptable level of service I have received.
I returned the iPhone 17 Pro Max within the 14-day cooling-off period, in line with my statutory consumer rights. Sky confirmed receipt of the device on 11 December. Despite this, the handset remains active on my account and I have now been incorrectly billed, with payment taken for a device that was returned and is no longer in my possession.
Since the return was received, I have:
- Contacted Sky Mobile by phone multiple times
- Submitted an online complaint form
- Attempted repeatedly to resolve this issue through Sky’s standard customer service channels
Despite these efforts, no one has contacted me, no resolution has been provided, and no explanation has been given for the delay.
This represents a serious failure of customer service and a breach of my rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which require retailers to process returns and issue refunds within a reasonable timeframe. Continued billing for a returned device is wholly unacceptable.
As a direct result of Sky’s inaction, I am currently unable to purchase a replacement handset and am being forced to continue using a broken phone. This situation has caused significant inconvenience, frustration, and stress, all of which could have been avoided with basic communication and competent handling of my return.
If this issue is not resolved promptly, I will escalate the complaint to CISAS (or the relevant Alternative Dispute Resolution scheme) and pursue the matter further as a breach of my consumer rights. I will also request a deadlock letter should Sky be unable or unwilling to resolve this complaint without further delay.
I expect this complaint to be treated with urgency and look forward to your response.
