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