Sky swap gone wrong

[Linz01]

I have two phones in my account.

i arrange to swap both.

sent both back had an issue that one phone hadn't turned up when they were both sent in the same parcel but that was eventually resolved.

both phones were in perfect condition but I received a message saying that one had an issue and I would only receive half it's value. I started a chat and was told someone would contact me from the swap department and I said I wanted the phone back to sell elsewhere as I knew there wasn't an issue with the phone (they are saying hardware issue). 5 minutes after the chat I received an email to say that I had accepted the swap and I owed the difference  (half the value  of the phone ). I went back on chat and said I didn't ageeenti this and I had the chat transcript to prove this. I was told not to worry the swap would be cancelled and someone would contact me. I didn't hear anything so 2 days later I ring them up asked to be put through to the relevant team but was told they don't take direct calls and I had to wait for them to ring me. In the meantime I was passed round about 5 departments and had to relay the issue again. It's now 10 days later I've had no contact I've tried to ring again but got cut off by the third department. I wrote an email complaint a few days later I received a response needing  my security information. That was 2 days ago and I'm yet to have a response. Meanwhile sky have taken my bill payment which is £216 more than it should be as they have taken the swap even though I didn't agree to it. I'm in limbo I don't know what to do. My husband has said he is going to ring the bank and say it's an unauthorised payment and then someone will contact us. I have all the chat transcripts that show I didn't agree to the swap and asked for the phone back. Does anyone know of anywhere else I can contact without having to go through several people for hours on end 

Thanks 

[Jon34 · Accepted solution]

Yes ring the bank as you can claim it back under the direct debit guarantee.

Aside from complaining to sky ideally via email I don't see what else you could do, maybe you can make a complaint to the regulator? Ofcom

Have a look on their website, usually they only get involved after you've made a complaint and by the sounds of it you've done the right thing and kept all of the evidence you'd need.

Give them another day maybe two (get your money back off the bank though) and then I'd make a complaint to ofcom.

If they've also processed the phone, despite you asking for it back, then tell them that you need to either have the phone back or receive the full valuation as they have denied you the option to get it checked some where else.

You should also ask for compensation for the time spent trying to resolve this

Fingers crossed though that the right person from sky will get InTouch and sort all this out for you