iPhone not delivered but I'm being charged

[Joe1829]

I purchased an iPhone 16 (black) with a contract in September, it was due to be delivered the day after. After a few days I called Sky and the agent told me that the model I had been sold was not in stock and that I could change my order to a different colour and it would arrive the next day. She also assured me that the previous phone would be removed from my profile. I agreed and the day after received a different iPhone (white).  Since then, evey month Sky is trying to charge me for both phones, I have contacted Sky many times, wasted countless hours, raised several complaints and all I get from the serivcing centre is the same standard response: "the escalations team will be in touch in 3-5 working days to solve gthis for you". I don't know what to do anymore. Sky keeps sending me invoices for the phone I never received. Since I don't want to pay for the phone i didn't receive now Sky has suspended my line. I contacted Sky and have paid my bill but I still don't have line. I am very dissapointed with this company and their poor customer service. 

[PandJ2020]

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@Joe1829 wrote:

Since I don't want to pay for the phone i didn't receive now Sky has suspended my line. I contacted Sky and have paid my bill but I still don't have line. I am very dissapointed with this company and their poor customer service. 

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Unfortunately withholding payment won't resolve it.  (It may even impact your credit file)

If your services were suspended due to lack of payment then you'll have to wait until the payment clears - which may take a day or two.  Ensure you have a recurring payment method set up.

You will have to follow the complaint procedure - if you cannot get a resolution in 8 weeks then you can escalate it.