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

[Mesh]

I am currently going through the swap issue myself, I received my upgrade on the first of October 2025, received the the returns box on the 10th being a weekend I took it the Post Office Monday morning on the 13th Sky received my swap on the 15th. 

I remember a time when you rang Sky you would talk to an advisor in Britain and within minutes the issue was usually resolved. NOT anymore the call is answered by someone in India when the realise they cannot help you they transfer your call to another who as much authority as the previous advisor, this goes on for over and hour. 

My Sky mobile bill has actually increased, I have enen asked for my iPhone to be returned to me as I am being continued to pay for the damn thing 🤬

I believe the returned phones are being stolen by Sky own employees at the department where they are returned , no  other reason why my 'swap' return is still on my account. 

I will speak to my bank and explain the situation as I am not getting anywhere with 'not doing enough to solve my issue' Sky India or South Africa so called advisors 🤬

[63johnw]

@Mesh  It usually takes 2-3 weeks for swaps to be processed, currently a bit longer due to the amount of swaps because of the iPhone 17 release. Until it's been processed then it will continue to appear on your bills, any extra payments will be refunded after it's processed. 

[Mesh]

Please do not insult my intelligence  🤬 it has been three weeks today, it was confirmed to be delivered onn15th October, please explain your nonsense!? I am not in mood for insulting excuses I have already had many from your inept advisors 

[63johnw]

Sorry you don't like my reply @Mesh  but it isn't nonsense and they aren't my advisors, I am a sky customer like you trying to help you understand why there may be a delay with your swap being processed. I won't bother trying to offer you any more advice. 

[1210tina]

I am going through the exact same thing but I'm 7 weeks into the swap and being charged for old device, overall I have contacted them over 12 times and been transferred to different departments and still none the wiser, this is the worse customer service EVER !!!! They promise to call you and never do to resolve the issue, they hang up on you, transfer you to different departments without telling you, you are constantly repeating the issue to individuals, no one is taking responsibility or able to resolve the issue, I've been so close to cancelling all my direct debits with them for my tv, broadband, iPad and phone as I'm sick to death of the whole situation, I've been a sky customer for 24 years and never had a problem untill this **bleep**.