Parcel with new phone in stolen

[Josie11x]

Ordered a new phone beginning of may. Dpd delivered it without a me signing for it as I was out. Got home and the package had been stolen. Police have cctv footage of the perpetrator and have identified and found them. Sky have been awful at sorting this out for me. I've paid 2 months of direct debits for a phone I never received. I'm a young mum and work full time at a job I cannot answer the phone while working.  Multiple people I have spoken too from customer service have said that they will add a note onto my account that I can only answer after 5pm yet the only 3 times sky have rang me back has been during my working hours, before 5pm. I have rang customer service so so many times and still get told the same thing, that someone will be in contact with me within 24 hour but it never happens. 
I'm beyond fed up and appalled with this company and how they treat their 'VIP' customers.

[caesarome]

@Josie11x 

All customers have VIP status on their accounts so it counts for nothing.

I would put in a complaint by filling in this form:

https://www.sky.com/help/complaints

You might want to also provide the crime number in the report you file.