I've been having a similar issue , so I bought a samsung z fold 7 1tb from sky i was happy with the phone , I selected the £10 a month for insurance , and then I went onto my sky protect app and it did not have the new phone showing as insured , so I called them and they informed me because the phone is over £2150 they don't insure it , they only insure phones under £2000 , but I was sold the insurance when I bought the phone , so I called sky and told them and they assured me it was covered . But as the insurance company who they use said I wasn't, I decided to return the phone and buy the 512gb so I can be insured , I called sky to arrange a return envelope , 3 days later I get 3 envelopes , so I put my phone and free samsung buds in there and return . Now it's been over 3 weeks they are still charging me for the phone , even after I received a email from sky that they have received my phone back with a reference number , but I'm still going through the phoning up every day , the last call told me the have not received my phone and I need to prove it even though they sent me a email saying they received it , I've been with sky for 20 years as a customer , and have 5 mobile phones with them and they treat me like this .
