Best answer by Eva_Boost
If your device is faulty, you'll need to send it back to us - we'll need to check what's wrong with it and try to repair it. If we can't repair it, we'll replace it.
We'll send you a free post sticker so you can return the device to us. If you haven't sent yours back yet, this could be what's causing a delay.
As Sophie said, send us a message on Facebook or Twitter with your name, DoB and account number. We'd be happy to look into this for you.