Credit for mobile swap

[Jan65]

I sent my old phone to sky in April after swapping to iPhone 17. I was offered £80.  After making several calls to sky  I'm still awaiting a credit.  On each call I'm reassured the credit is going through and should definitely receive a credit in three to five working days.  I'm going round in circles and not sure what my next step would be. Please can you help. Thanks

[63johnw]

Hi @Jan65  the £80 would go towards paying off the old phone, are you still being billed for the old phone ? How much was owed on the old phone ? Check the payment history of the old phone. 

[Jan65]

Thanks. My old phone was paid off a couple of years ago. I was told several times the credit would go towards my next bill. But two bills later I'm still waiting. Do you know how I can escalate because I'm getting nowhere with the advisors ?

[63johnw]

So you used the trade in rather than swap service that Sky offer @Jan65  ? 

[Jan65]

Hi. Yes that's a better way of putting it but when ordering the new phone I want through the swap option. 

[63johnw]

I am surprised that you could get through the swap process @Jan65 as once a device is paid off it's yours completely and can't be swapped ? This may be the issue. I have asked if this is something that can be dealt with by the escalation team and will post back on here when they respond. 

[Jan65]

Great. Thanks very much 

[63johnw]

Hi @Jan65 

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Jan65]

Thanks for your help. Fingers crossed it finally gets sorted 

[AceRimmer]

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Jan65 · Accepted solution]

Finally received the credit for a mobile phone swap. Thanks to everyone involved at Sky Community for sorting this.  Much appreciate your help