Sky have lost my return and won’t cancel contract

[Mariec77]

I had a MacBook that was faulty after 10 days. Sky sent Royal Mail to collect it on the 18/07 and sky received it on 23/07 (confirmed by sky). For 5 weeks I've been waiting for a replacement, made numerous calls and emails, put in complaints and escalated them and sky are refusing to cancel the contract as they can't find the MacBook. They have the tracking number and tracked it to sky however, they are saying until they find the device e, they won't cancel el my contract. I can't put in another complaint as it will start the process again. I have been told to take a new contract out, that a new device is on the way, all lies. Then today I'm told the reason they can't cancel. As far as I'm aware, I have proof of postage, sky have received the item and it's not my fault sky can't find it. I want this eacalated as high as possible but none is telling the truth. I'm autistic and really struggling with this, it's in my notes too but sky don't seem to understand once they have  the item it's their problem not mine. Also confirmed by the man who rang this morning. Please help as I'm finding this stupidly difficult to deal witb

[Daniel0210]

@Mariec77 

After you lodged the complaint Sky have 8 weeks to resolve it or issue a deadlock letter.

If you have health issues that might affect your ability to communicate, it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look at the related links here… ~

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

[Mariec77]

Thank you so much. I will take a look at the links. . I have all the information and have given it to them but it seems nothing has been recorded on my notes. It's so overwhelming