Why you can steal my phone and then ignore me

[#1]

So we had an iphone 6s to sell, got a quote of £70-140 and sent the phone off.  A few days later had an email called 'model matters' saying that the phone we sent you wasn't a 6s and you were going to pay £6.50 for the phone!!  Raised a support ticket to enquire how this could possibly be and received a response within 3 hours to say that we hadn't logged out of icloud and we needed to do 'find my phone' and disconnect it.  (not that that actually answers the question but if it was an issue then fair enough)

Procedure carried out within a couple of hours and replied to say it was done.  No response from you.  Checked the next day and the reply had disappeared so wrote it again.  No response from you. Next day I get an email to say you're paying out the £6.50 so I respond yet again to say that this is incorrect and I had not agreed to it. No response from you. Next day chase you up for a response. No response from you. Stop me if you see a theme here.  Yesterday a further message and a facebook post.  Get a response on facebook to say you will respond. No response from you. 

So here I am still trying to elicit an actual response from someone as to how its ok to steal my phone, which basically is what you've done.  As I have now been saying for days either pay the correct amount or return the phone.

Case no 190115-000721

[#2]

@jade78123 have you checked for any replies from agents here http://giffgaff.com/support/questions 

If it's over 24hrs from you last updated the support ticket click the circle with 3 dots bottom left of your post then click report and explain to the educators 

[#3]

You will need to contact a agent again

https://giffgaff.com/support/ask

if you still are not happy you can take it further here

https://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Complaints-Code-of-Practice/ta-p/...

[#4]

Thanks. I've left it 24 hours each time. I'll try what you suggest

[#5]

Adding more responses onto my existing support ticket doesn't elicit a response and because I have one open I can't start a new one. Thanks for the complaints link though, that will be the next move.

[#6]

@jade78123 Anytime glad to help the educators can push for a reply from agents by following what I've suggested 

[#7]

Hi there @jade78123

I'm Dez, a Community Educator here at giffgaff. I'm just about to send you a PM over regarding this issue as I'll need some information from you. To access this message click this link - https://community.giffgaff.com/t5/notes/privatenotespage

Regards

[#8]

@jade78123

Did you cancel the sale when you received the email ?