RIP off upgrade and useless call centre staff

[Dan771]

I have upgraded with sky swap and sent my phone as agreed. 
The value of the swap has been lower even though the old phone had no damage and worked fine. 
I have had no reasoning as to why this was and sky have taken 476 pounds for this. 
I ring the help number and hit South Africa call centre who are absolutely useless and can't answer my query. 
logged a complaint last week and still have hear nothing. 

[caesarome]

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@Dan771 wrote:
The value of the swap has been lower even though the old phone had no damage and worked fine. 

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How this should work is that Sky should get back to you with a value which you can reject if you want so that the phone is returned to you and the swap is therefore cancelled so did this not happen ?