Sky Swap Issue

[Beth949]

Very frustrated with Sky, sent my old iPhone 12 back late September and I am still being charged for it. The day I had sent it back I noticed that hadn't put the SIM card tray back in before posting it. I rang them immediately to say I could post it straight to them for them to tell me leave it as it wouldn't matter and they would be in touch. I rang back today as I've still heard nothing and they are now saying they need to send me my old phone back for me to put the sim card tray in. Why has this taken two weeks and why has no one been in touch sooner. They said sky swap would ring me today but still heard nothing. Seems everyone has issues with swapping their device and now I'm being charged for two phones. Still none the wiser at what to do as I keep being promised I'll get a phone call but never do.

[caesarome]

When a phone is returned for a Swap like this the company that handles then for Sky does take 2-3 weeks to inspect them which will be why there has been this delay in anything happening.