Swap Update - None in 4 weeks

[Jenny6]

I sent in my old Iphone for a swap over 4 weeks ago the same day my new device arrived but my app is still showing that the new device is on it's way even though I have been using the device for over 4 weeks. I have been double billed already and am about to be again because of this. Twice in the period I have phoned for an update both times I was told I would be informed in 3-5 days neither time has anyone contacted me. The last time I called the man on the phone told me that my phone was in the warehouse being checked over, so I said good the phone definitely had arrived, he then changed his mind and said oh thats where it should be at this stage, as if he had made a mistake confirming it's whereabouts. 

Has anyone else had similar issues and what was the outcome? 

[LJB-C]

Good morning @Jenny6. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141