Phone order gone awry

[gomlet99]

On 11th Jan, ordered new phone and data pack. Paid £12.00 up front. Credit check done and passed. No formal order information received by email. Still no contact 12th. Contacted SKY by chat box, spoke to 'Rachel'. Order had been 'lost'. Had to re-order, pay another £12.00 up front and another credit check - passed. Rachel said previous £12 up front payment, whilst showing in bank 'pending' would not be taken. Order confirmed by email, credit agreement signed etc. Nothing heard about delivery by 14th Jan. Checked tracking. Stated 'Action Required'. Had to contact Sky to sort matter on 03300 number. Tried. Eventually got a garbled message, which I was unable to understand (I am a little deaf - but not daft). Both amounts of £12 up front costs definitely taken from my account. HELP

[Daniel0210]

@gomlet99 

On a side note, if there are health issues involved it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future particularly if there’s an issue communicating. Once registered there are also different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance