Ongoing Swap Issue – Complaint Ignored and No Resolution

[alana1988]

I’m posting here out of complete frustration after repeatedly trying to resolve an issue with Sky Mobile regarding my Swap.

Despite calling numerous times, I’ve been promised multiple callbacks which never happen. There’s currently an open complaint on the system, yet my swap has been processed without resolution. I can provide reference numbers if needed.

I specifically asked for a breakdown explaining why the value of my old phone was reduced and/or for the return of my device. Neither request has been followed up, and I’ve been left completely in the dark.

Due to this unacceptable handling and lack of communication, I’ve now stopped my direct debit and refuse to pay the outstanding £204 balance until this is resolved properly.

I would appreciate this being escalated immediately. I’ve been more than patient and simply want a fair explanation or resolution.

[caesarome]

@alana1988 

Nobody can help you via here as we are customers like you and cancelling your direct debit also is they way to go about achieving a resolution. If you have put in a complaint then Sky have 8 weeks to respond to you and if there is still no solution then you can take this further by asking for a deadlock letter as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[GD1 · Accepted solution]

@alana1988  Your post can't be escalated to the Community Messaging team as you need to followup the complaint you already logged with Sky. 

Stopping your direct debit is the worse possible course of action which will lead to your mobile services becoming restricted and then Sky will refuse to speak to you until you pay what they say you currently owe and reinstate your direct debit.

Not paying for your current credit agreements will affect your credit rating as well as Sky will report any missed payments.