Mobile swap

[MOOREBOYS]

I returned 2 phones iPhone 13 red to swap to a iPhone 16 teal

and iPhone 13 green on a separate contract to swap to iPhone 16 black and I am still being charged for these devices. 

I returned on the 23rd August 2025 and was told when I done the swap the contracts would be covered with the phones being returned. 

On the 2nd October you took £108 out my bank account after me changing the direct debit date to 12th of each month over the phone with one of your colleagues, this has now made me overdrawn. 

I am extremely disappointed in your customer service as I have made several calls during the swap and I was reassured this was a simple process and would never have swapped knowing I am now being charged for 4 phones, 2 I have returned. 

[63johnw]

Hi @MOOREBOYS  are the devices still showing on future bills ? It usually takes sky 2-3 weeks to process swaps so moving the billing date may have affected this. If the devices are still showing on your upcoming bills then all I can suggest is an official complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[Daniel0210]

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@MOOREBOYS wrote:

I am extremely disappointed in your customer service 

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@MOOREBOYS 

Just to add there, you aren’t speaking to Sky Customer Services by posting here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.