Free phone?

[Nilineeml_]

Ordered an iphone16 in October  last year, decided not to keep it and asked Sky to return. Couple of weeks later still have phone but no packaging sent to send back, spoke on sky chat again and they said it would be sent out to me and once again no packaging sent. Contacted again in January told they'd send packaging and I'm still waiting, meantime I'm being charged nothing for it and it's not on my billing. It is showing as dispatching on my account though but when I press the tracking it says no orders to be delivered. I have no idea what to do here, any advice?

[63johnw]

Hi @Nilineeml_  i would make a formal complaint and then sky should get back to you and should be able to help. 

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

[Nilineeml_]

I'm now over a month later with another 3 attempts at sending back after being assured it's sorted now and box on its way. Complaints I've answered my call twice and after a few minutes call drops mind you I've never had a problem with call dropping except when on phone to sky. Been on phone all morning passed pillar to post and ready to tear my hair out as I seem to have a restriction now on my online account with anything to do with managing mobile or ordering