mobile swap

[Joanne109]

I purchased an iphone 15 for my daughter a few months ago and an iphone 16 for myself.  Our old Iphone 13's I have been trying to return which I have been told sky will only swap or return one phone at a time?  Why is this?  It's taken me nearly 3 weeks to return 1 phone.  I have contacted sky mobile on 5 different occassions now and each time they've told me I cannot get another box and label to return the last iphone 13.  sky mobile is telling me each time they cannot do this for me until a date and time next week and they will ring me.. I never get a call back and I have to phone the sky mobile team once again!   It's diabolical service I have bought the last 6 phones from sky and I would never purchase another phone from them.  I am still trying to get this last phone returned to no avail!  Anybody else having issues ?  or any advice would be greatly appreciated. 

[caesarome]

@Joanne109 

It doesn't make any sense to me either but I guess they must have their reasons so perhaps try registering a complaint to see if that helps once they contact you about it:

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

[Joanne109]

thanks so much for the advice I have sent I'm a complaint.