Swap disaster

[Nicola1302]

I returned my iPhone 13 pro max as part of my swap. Tracking shows delivery on 20th February, but I've had an email stating the swap is cancelled as Device not received and I continue to be billed for both devices. 

I have Images of both proof of postage and delivery confirmation. I used the packaging provided in the swap including the returns label. As far as I am concernedthe swap has been incorrectly cancelledsmd I am being fraudulently charged for goods I returned in good faith, therefore Sky have breached the contract agreed at the time of the swap. I gather this isn't a new issue with Sky Swap either. If soneone could get back to me as soon as possible that would be greatly appreciated. 

[Daniel0210]

@Nicola1302 

No one from Sky will get back to you. This is a customer helps customer based forum. I’m afraid you aren’t addressing Sky Customer Services on here.

A member of the Escalation Team on here updated a post very recently on a similar issue

"If this is for a mobile device swap you would need to call in and speak to the mobile case team who would do the investigation. This isn't something we are able to do through messaging."