Urgent Complaint - Overcharging for Returned Device

[SyedAbdalAli]

Dear Sky Mobile Customer Service,

I am writing to formally complain about ongoing billing issues related to my iPhone 16 Pro Max order.

I originally received the device in October 2024, but it was faulty, so I contacted Sky within two weeks to request a replacement. You sent me a new phone but failed to provide a return package for the faulty device. Despite my repeated attempts to resolve this, I have been charged for both devices for the past three months.

After finally obtaining a return label and package, I sent the faulty phone back. I received confirmation via email on 21st January 2025 that Sky had received the device. However, I was still charged for both phones at the end of January, and I have not received any refund for the three additional payments of £38 each. Moreover, my future bills still reflect charges for both devices.

This ongoing issue is unacceptable. I expect an immediate refund of the overpayments (£114) and for my future bills to be corrected. Please confirm in writing when this will be resolved. If I do not receive a satisfactory response within 14 days, I will escalate my complaint to the relevant regulatory 

[Daniel0210]

@SyedAbdalAli 

You aren't complaining to Sky here. We are customers just like you. A refund will take longer than a couple of weeks if it was only processed on 21 January. 

[PandJ2020]

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@SyedAbdalAli wrote:

Dear Sky Mobile Customer Service,

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Nope, you're addressing other customers here.

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I will escalate my complaint to the relevant regulatory 

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You have to follow Sky's complaint process first: https://www.sky.com/help/articles/how-to-make-a-complaint

As an aside, returns usually take 2-3 weeks to process.  So hopefully it will be credited soon.