Sky won’t adjust my account for handset returned

[Vtingle]

I've been going backwards and forwards with Sky about my account. I upgraded my phone and agreed to send old handset back, it's still on my account and Sky have taken payment for it even after I've returned it. It's about £60 still to be paid. So I've stopped paying hoping it would get sorted out. They've asked for tracking number of handset which I supplied, and photo of receipt. But the handset is still on my bill. I assume they haven't received the handset? Every time I email about it they just ask the same things which I've told them multiple times. Now they've said we've come to 'impasse' which I guess means I keep telling them the same details and they keep asking the same questions. Has anyone else been through this? I'm getting nowhere. I'm not paying for a handset I sent back. Now my phone is restricted. 

[caesarome]

When you returned the phone had it been paid off in full as this does have to be done regardless of whether you have it or not ?

[Daniel0210]

@Vtingle 

Now your mobile is restricted Sky won't engage with you until you pay what is owed in full and then set up a new continuous payment method. 

[GD1]

@Vtingle  As you have also found out stopping payment has now resulted in your account being restricted.   Stopping payments is never a good idea as it has simply made matters worse.

[Vtingle]

There was a deal to swap and upgrade, they were taking my old handset back. There was about £60 to pay on old handset.

they're accusing me of not returning it

[GD1]

@Vtingle  Do you have proof of postage?

[Vtingle]

Are you saying I should be paying for 2 handsets even though I sent one back to take them up on the upgrade offer? 

[Vtingle]

Yes, I've sent it every time they've asked. They say they don't recognise the tracking number

[Vtingle]

@GD1 yes I supply it to them, they say we don't recognise it then close my case. 

[caesarome]

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@Vtingle wrote:

Are you saying I should be paying for 2 handsets even though I sent one back to take them up on the upgrade offer? 

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What actually was this upgrade offer, was the £60 going to be paid off for you ?

[Vtingle]

@caesarome yes, I gave the handset back in part of the upgrade deal. It will have been included in the new deal to get me in a contract for another 2+ years

[caesarome]

It might be worth you putting in a complaint about this:

https://www.sky.com/help/complaints

[Vtingle]

@caesarome Thank You! I'll give this a go! 

[Vtingle]

Yes, they keep saying the tracking number isn't right and I should take it up with Royal Mail. I've gone on to an ombudsman service now. Awaiting results