Sky saying they don’t have my swap phone back

[Elaine197]

After upgrading recently I have sent my phone back as per the agreement and I have proof it has been delivered, sky have said they don't have the phone and have been charging us for the last three months, after multiple phone calls we keep getting told someone will phone us back within 72 hours and that never happens? Is there a way to speak to someone without getting palmed off?? 

[caesarome]

@Elaine197 

As you have already spoken and got nowhere then the next step is to put in a complaint and when you do let them know you have the tracking details for it:

https://www.sky.com/help/articles/how-to-make-a-complaint