Mobile not showing as returned

[Alexb3321]

Hi, 

I have recently returned my IPhone 17 pro as the wrong order was dispatched. 

After speaking to an agent and getting an email with pre paid Royal Mail delivery attachment / label I sent my mobile phone back. 

I have called and advised with evidence that this parcel was returned under tracked and signed for / accepted. Although my account is still not showing as received and closed off. Therefore, I am still paying for a contract / mobile I have not got

Please could I request assistance prior to further escalation 

many thanks

Alex 

[GD1]

@Alexb3321  Returns are taking around 6 weeks to process, there is no escalation route available to you at present via the community.

[Alexb3321]

Ok thanks, 

therefore will I be required to continue paying for a service and mobile phone contract 6 weeks after returns for a device I don't have? 

eaentislly 2 months worth of bills 

thanks 

Alex

[PandJ2020]

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@Alexb3321 wrote:

therefore will I be required to continue paying for a service and mobile phone contract 6 weeks after returns for a device I don't have? 

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Yes.

Once the return is processed your account will be in credit for those payments.

Withholding payment risks impacting your credit record.

[Daniel0210]

@Alexb3321 

Bearing in mind Sky are receiving devices as part of a swap and unwanted new devices this all takes time. They have to be processed and examined for damage etc which is apparently taking a number of weeks.

[PandJ2020]

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@Daniel0210 wrote:

@Alexb3321 

Bearing in mind Sky are receiving devices as part of a swap and unwanted new devices this all takes time. They have to be processed and examined for damage etc which is apparently taking a number of weeks.

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Given the recent iPhone 17 launch they may be a bit 'busy'...