Phone swapped but getting billed for both continually

[Richard293]

Anyone else had trouble with Sky mobile returns team? I returned a phone in Oct 25 as part of a swap and they are still billing me for it in Jan 26. They emailed confirming recipient pretty quickly. I've been lied to by 3 different customer services members telling me it will be sorted immediately, escalated and definitely resolved in 48 hours etc etc.

I've been promised compensation for my over payments and corrected bills going forward but nothing ever happens. I think my only option is to cancel my direct debit with sky mobile and then see what happens as I have 2 phones on contract ( paying for 3 mind you )

[caesarome]

Swapped phones do have to be paid off when they are returned so was the value you were given against it enough to pay it off in full because if it wasn't the difference should have been added to your next availble bill.

As frustrating as this cancelling your direct debit will not help so you might want to put in a complaint:

https://www.sky.com/help/complaints

[Kb91]

Hello, 

I am having the exact same issue with sky, I am being billed for a swap phone and a phone I also sent back. They have said it is a technical glitch as to why it is happened. Being fobbed off first it was a week they would get them sorted. The the next time I rang it was 24hrs and it would be sorted. Surprise surprise 4 days later and nothing sorted. Tired of explaining the same story 6 times over the last 6 weeks. Do hope yours gets sorted soon 🤞

[caesarome]

@Kb91 

When did you return the phone as it can take the company that handles returns for Sky up to 3 weeks to inspect it during which time billing does continue until this has been done.

[Kb91]

I also returned  1 phone on the 19 november and 1 on the 29th november. Fully aware it could take 3 weeks but its has been longer, sky have said it is down to a glitch there side and can see the phones are back and credit to be given  for both phones but have had to escalate it. They have today cleared the charges i have and given a small compensation for the 5 hours over the weeks speaking to different people to try and get this sorted, it is now getting the contracts cancelled that they are struggling to manage sorting at the moment which appears to be taking the time. 3 weeks ago this was said would be sorted in a week, last week was told this would take 24hr. Today now being told 3-5 days. This is the frustrating part when told timelines and there is no change. Hopefully by the end of the week the issue is resolved. Was just reaching out as someone else suffering the same issue.